IT End User Analyst A

IT End User Analyst A - 516571

Organization: Technology & Innovation

Department: T&I Operations - Services

Location: Knoxville, Tennessee

Position Mobility: This is an onsite position

Relocation: Relocation benefits are not offered for this position.

Posting Open: 4/29/2024

Posting Close: 5/8/2024 at 11:59 PM EST

Grade/Salary:  Competitive 

*This is for the IT Commons in Knoxville and is an in-person position only.

JOB SUMMARY:

The IT End User Analyst provides call center, network and production control support in the consolidated IT Customer Operations Center (ITCO). Specific duties, in a developmental role include:
1. Provide Tier 1 phone, on-site and Service Desk Window (walk-up customers) support and coordination.
2. Troubleshoots and restore routine technical service and equipment problems by analyzing, identifying, and diagnosing faults using established processes and procedures.
3. Recommends process improvements for problem prevention.
4. Documents workflow in Ticket Management System.
5. Maintains technical instructions for standard processes.
6. Evaluates messages from monitoring tools and takes action to resolve and prevent IT infrastructure issues. Escalates problems to Tier 2 or 3 as required.
7. Provides shift rotational coverage as needed (24x7)

SUPERVISON RECEIVED:

Employees will work in the direction of their manager with technical oversight and guidance from senior level peers. Assignments are clearly and specifically given and may include project leadership, assigned work via various work documents, and working under team leads for specific projects where the team lead could be from outside the employees work group. Work is reviewed for sound professional judgment.

SKILLS AND PROFICIENCIES:

Knowledge of TVA IT Infrastructure hardware and software. Knowledge of End-user tools. Knowledge of HPSM, HP- OpenView, or similar tools. Good oral and written communication skills: (1) communicate with customers to diagnose and resolve problems; (2) communicate with Infrastructure Operations (IO) engineering and operations personnel on a technical level. Ability to work under time constraints. Problem analysis and analytical skills. Ability to document work
processes.

MINIMUM QUALIFICATIONS:

A bachelor’s degree in computer science, engineering, math, business, or related field of study; or equivalent education, training & experience. Knowledgeable, through education or experience of one or more IT infrastructure technologies
such as networking, client server architectures, server and desktop operating systems, databases, server virtualization, storage area networks, messaging, etc.

Must be able to qualify for and maintain a TVA Sensitive clearance, or equivalent security clearance.

Must be able and willing to assume on-call rotational assignments which may include 24-hour on 7-day per week availability. Travel as required to carry out project work or perform temporary duty at other than home-based site which supports both internal and external business on the schedule and shift requirements of those businesses.

Equal Employment Opportunity

TVA values and embraces diversity. We encourage all individuals to apply regardless of race, color, national origin, ethnicity, gender, sex, abilities/disabilities, sexual orientation, religion, veteran status and age. We strive to be inclusive of all the people we serve across the Valley.

TVA is an Equal Opportunity employer and complies with all applicable laws and regulations regarding equal employment opportunities.  Any applicant or employee who believes s/he has a discrimination claim (including harassment or retaliation) must contact TVA’s Equal Opportunity Compliance office within 45 calendar days of the event or action s/he believes to constitute discrimination, harassment, or retaliation.

Drug-Free Workplace
All TVA Non-Nuclear employees are covered by TVA's Federal Drug-Free Workplace Program Plan, in accordance with Executive Order 12564, Public Law 100-71 and the Mandatory Guidelines for Federal Workplace Drug Testing. Information regarding the Drug Free Workplace Program can be found at www.samhsa.gov/workplace. TVA Non-Nuclear employees in Testing Designated Positions, including those performing safety-sensitive duties are also subject to random drug testing. TVA Nuclear employees are subject to random alcohol and drug tests in accordance with 10 CFR Part 26 as mandated by the Nuclear Regulatory Commission (NRC).