Help Desk Support Analyst Job in Los Angeles 90071, California Us
AECOM is a global provider of professional technical and management support services to a broad range of markets, including transportation, facilities, environmental, energy, water and government. With approximately 45,000 employees around the world, AECOM is a leader in all of the key markets that it serves. AECOM provides a blend of global reach, local knowledge, innovation, and technical excellence in delivering solutions that create, enhance and sustain the world's built, natural, and social environments. A Fortune 500 company, AECOM serves clients in more than 100 countries and had revenue of $7.0 billion during the 12 months ended Dec. 31, 2010. More information on AECOM and its services can be found at www.aecom.com.
AECOM Corporate Our teams provide the strategic guidance that shapes the vision and direction for AECOM. We enable the success of our employees and our operations by ensuring they have the tools, information, resources and support they need to do their jobs.
AECOM is seeking a Help Desk Support Analyst to join our LA team at the Coporate Headquarters. Successful candidates will provide level I and II support to a dynamic, global organization, as part of a team of approximately ten Service Desk Analysts or Supervisors. The team supports over 20,000 end users in North America, and provides coverage globally, 24x7. Support is provided via telephone, email, automated tickets with team members each handling approximately 25-30+ calls per day in addition to request processing.
Unicenter Service Desk (USD) is used for ticket management. Service Desk Analysts are responsible for providing assistance to the best of their ability; however, if the issue cannot be resolved in a reasonable amount of time, the issue is to be escalated to Site Support via the USD system.
Special projects such as metrics reporting, testing new applications or communications systems, and streamlining support offer opportunities for broader responsibilities.
*Must be open to working any shift: morning, swing, or graveyard.*
Required Skills:
- A minimum of 3-5 years of service desk or end user support experience
- Experience supporting a call volume of 25+ calls per day
- Experience working within an enterprise environment (e.g. 1000+ end users, policy based support)
- Strong Windows and Microsoft Office support experience
- Strong competency in supporting PC desktop and laptop hardware and software
- Excellent customer communication skills (both verbal and written)
- Friendly, professional demeanor
- Proficiency with Computer Associates’ Unicenter Service Desk ticket management software (or equivalent)
- Experience using remote desktop control to diagnose issues and resolve calls.
Desired Skills or qualifications:
- Mobile devices support experience
- Experience supporting Oracle applications (e.g. Oracle Financials and Projects)
- Working in a fast paced / dynamic environment
- Collaboration ability to triage complex issues
- Special project support/management (wide range of capability)
AECOM employees around the world enjoy a wide range of benefits and competitive compensation package. AECOM is much more than just a place to work. It's a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects world wide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.
If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=1305672-1789-4572