IT Support Analyst III

We are looking for a motivated IT Support technician to manage, monitor, and repair IT equipment systems. As the face of IT, the technician must have strong technical troubleshooting abilities, excellent communication skills and be willing to interface with a combination of both technical and non-technical departments.
The position of the Computer Support Technician is to provide day-to-day technical support to the company employees. This role requires a high level of technical proficiency and requires an individual with strong communication skills. You must be able to diagnose and resolve issues related to Laptops, mobile devices, printers, videoconferencing, TEAMs, business application software and (VPN) effectively.
This position is responsible for quick resolution to any IT problems. It also includes sophisticated audio-visual equipment. The approach initially is focused on quick resolution to problems but over time it will evolve into mentoring the customer base to be more self-sufficient by using self-help tools available to them.
To be successful in this position, you should possess excellent problem-solving and critical thinking skills, extensive technical knowledge, and good task management abilities. The preferred candidate should have the ability to connect with users on a level where he can anticipate their need and be prepared to deliver a solution and introduce new technology.

Build in-depth knowledge of what client base wants to achieve, then deliver on all promises.Setting up and installing new hardware and software on MS Windows and MAC OS. (We are a Microsoft shop)Provide daily contact with manager and perform general IT maintenance tasks, resolve moderate to complex problems.Coordinate more complex IT issues with higher level support staff, while owning and tracking the issues through resolution.Maintaining hardware and software by conducting regular maintenance and updates.Work on projects for upgrading firmware, software, and outdated hardware systems.Performing regular tests of the Video conferencing equipment.Documenting every detail using the ServiceNow ticketing system.Ability to explain technical terms to someone without expert computer knowledge. Specially file saving and retrieving in SharePoint and computer/network file structures.Keeping the IT Management team informed on all issues.Ability to come in early and stay late. Some light travel is required.

Position Responsibilities:
System Operations

Perform Level 0 and Level 1 support to associates and document steps taken in incidents and service requests.Identify potential operational issues in projects, request fulfillment and individual assignments.Monitor operational performance and troubleshoot alerts from commercial, open source and locally developed monitoring tools.Provide system failure analysis and recovery recommendations.Participate in Business continuity planning and testing.Serve as liaison with non-technical people, operations personnel, and/or field service personnel; interact directly with customers to negotiate solutions and implementation specifics.Perform system provisioning, analysis and tuning.

Support

Work closely with others to perform technical analysis and make recommendation on minimally complex problems and incidents.Second line support for incident management problems and issues related to select applications.Works closely with others to identify and resolve root cause behind reported problems and issues.Assist in the development and/or maintenance of operational documentation.Conduct proactive maintenance toward select systems.Participate in the design, development, testing and implementation of enhancements required to maintain business unit success.Evaluate business processes and company policies to enhance process workflows.Provide support in a 24x7 data center and/or 24x7 on-call support.

 

Position Qualifications:Bachelor's Degree from an accredited university OR High School Diploma or GED and 6 years of Technology experience2 years of integrating or building technical solutions2 years of leading collaboration discussions to solve business problemsThis position is not eligible for sponsorship. Must have indefinite employment authorization.

Preferred Qualifications:

Reliable transportation is a must. You will be asked to drive to various company buildings within DFW area. (we reimburse for mileage driven for company work)

 

  Work Best Category: Category C - Days in the office will either be designated days or will vary week to week from 2-5 days  Hours: 8:00am - 5:00pm Monday - Friday  Salary: To Be Determined Based on Individual Experience

About Comerica
We know our employees are critical to our overall success and we are dedicated to investing in their future. One of the ways we do this is to offer a comprehensive Total Rewards package designed to recognize and reward individual performance, as well support health, well-being, development and security for our colleagues and their family. Total Rewards consists of cash compensation, development and flexible benefit programs designed to meet individual needs today and in the future. Your salary will be commensurate with your work experience and our programs are reviewed regularly to ensure each remain competitive. We are proud to offer benefits such as health and welfare programs, strong retirement benefits, and generous paid time off programs. You and your eligible family members, including domestic partners and their children, can participate in medical, dental, and vision benefits, 401(k) and pension, income protection benefits such as life insurance, AD&D, and supplemental health programs to offset unexpected health care expenses. We also have a variety of time off programs for things like vacation, sick time, disability, and parental leave. Eligibility for some programs varies based on employment status and tenure.

Upon offer, Comerica conducts a comprehensive background and fingerprint check. Your fingerprints will be used to check the criminal history records of the FBI and may be subscribed in the FBI’s Record of Arrest and Prosecution Background (“RAP Back”) service, which provides ongoing notification to the Company of any updates to your criminal history.

NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act.

Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned into three major business segments; the Commercial Bank, the Retail Bank, and Wealth Management. Comerica's colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico.

Comerica is proud to be an Equal Opportunity Employer – disability/veteran.