IT Operational Analyst Job Listing at Kelly Services in Lexington, SC (Job ID 9679431)

Description

IT Operations Analyst, Lexington, SC (ONSITE-Required 5 Days a week on site)

Kelly Services is seeking an IT Operational Analyst for one of our top clients.

Length: 1 Year (Possibility of extension or perm hire)
Start Date: 1/27/2025
Type: Contract W2
Pay Rate: $20.00/hr. (W2)
Assessment: 1 Minute Type Assessment (WPM) Need to be able to Type 30 words per minute.
Schedule: Must be able to work 5x a week any day of the week, 40 hrs. in total. Can be scheduled for any 5 days of the week, including weekends. Overtime or weekends required: hours of 6:00am-10:30pm - 7 days a week (scheduled in those hours) Schedules rotate on a weekly basis. Schedules will be provided 1 month in advance. Shift changes with your co-workers are permitted, but subject to manager approval. The hybrid model is approved only for high performing individuals who do not require additional help after the 8 month training period.
Interview Process: Must have Interview availability for onsite interviews, must have reliable transportation to get to the office (there are no bus routes in this area)
Training: Team members receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, colleague interaction, first contact resolution, support proficiency and ticketing quality. *Please note: Opportunity for Hybrid work, however working hybrid is NOT guaranteed to all contractors until after 8 months. The hybrid model is approved only for high performing individuals who do not require additional help after the 8 month training period.

Job Description:


A single point of contact for technical support and general queries (including password, hardware, software, e-Messaging, Mobile devices) to Group employees in Corporate, Retail, Wealth, Phone Channels, Auto Finance, MBNA, US,  Insurance, Securities, Real Estate Lending and Vendors.

The business operates 7/24/365 in a team oriented environment with over 100 front line support representatives across two locations. Working in collaboration with support teams, the business relies on Service Desk employee's vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first call resolution rates.

The primary accountability of this position is to provide first level technical support.

Key responsibilities include:

• Respond to a variety of inbound colleague calls/emails
• Ensure accurate and detailed problem documentation/ticketing
• Provide timely escalation and follow-up with support groups and colleagues
• Identify and escalate wide-impact or potential wide-impacting outages
• Identify trends and opportunities for improvement as well as provide ongoing feedback
• Build ongoing support proficiency for other skills and applications

Qualifications:

• Excellent written and oral communication skills.
• Ability to work flexible schedules based on business forecast requirements (which are subject to change). We offer weekly rotations which can include day shifts, evening shifts, week-end shifts and overnight shifts. Shifts are published in advance and do require flexibility to ensure appropriate coverage.
• Ability to work flexible schedules; based on business needs (which are subject to change), we typically offer weekly rotations including early evening shifts, day shifts and week-end shifts; we may require team members to cover overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first.
• Above average computing and navigational skills
• Exceptional customer service skills
• Experience with ticketing systems is an asset
• A team player who collaborates effectively with peers and other teams
• Good knowledge of Microsoft 0365 products (Word, Excel, OneNote and PowerPoint)

MUST HAVE

• Above average computing and navigational skills
• Exceptional customer service skills in a client facing role such as a call center/tech support role - must have exp. with customer support
• Team player who collaborates effectively with peers and other teams but can also work well independently
• Good knowledge of Microsoft Office 365 (Word, Excel, OneNote and PowerPoint)
• Ability to type at least 30 words per minute
• Looking to grow in IT
• Call Center with Technical Support Background – troubleshooting experience
• Candidates must have device or ability to receive multi factor authentication via app

NICE TO HAVE

• IT Helpdesk experience/Experience with Ticketing
• Technical degree and/or IT Certification preferred.
• General knowledge and understanding of PC hardware and components.
• High school education required. 0-2 years of related experience. Associates Degree or Technical Certification preferred
• Technical/Troubleshooting ability:A technical support background or related education including experience with some or all of the following: Windows 10, IE11,Edge/Chrome/Firefox/Safari, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support. Experience with iPad, Tablets, Smartphone and Android devices
• University Degree or a College degree/diploma is considered an asset

Additional Information: In this position, contractors are granted a maximum of 3 weeks (120 hours in the U.S.) of unpaid time off per calendar year, pro-rated based on their start date and to be used at their discretion. These can be for vacation, travel, family, or personal reasons. Requests for time off must be formally submitted in writing, with a minimum of 3 weeks' notice wherever feasible. Approval for time off is contingent upon management authorization. Taking the allotted time away with reasonable notice and approval does not impact job performance.

Apply Today!

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As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Why Kelly® Technology?

Looking to put your tech expertise to work on today's most intriguing, innovative, and high-visibility projects? By partnering with Kelly Technology, you'll gain direct connections to top companies around the globe. Our team creates expert talent solutions to solve the world's most critical challenges. In a world where change is the only constant, our extensive network of industry relationships and IT market expertise help you take your skills exactly where you want to go. We're here to help you gain experience, make an impact, and grow your tech career.

About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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