Service Analyst III

A position at FTI can be the answer to your future career. In this role, you’ll be part of a progressive national leader in electrical planning, engineering, technology and energy services. FTI enables employee growth and success through industry-leading training and development, utilization of the latest industry technologies, and an uncompromised focus on safety. We recognize and reward top performers, offering competitive, merit-based compensation, career path development and a flexible and robust benefits package that boasts everything from paid training and tuition reimbursement to an award-winning wellness program.

Service Analysts are responsible for providing service and support for a wide range of applications and solutions. You will work directly with internal customers as well as the information technology team. Work is primarily done over the phone, via email and occasionally in person. Service Analysts are customer service focused and works to improve relationships within the company as they resolve issues that arise throughout the day. They will manage and communicate expectations appropriately with the customers and will escalate larger issues to the appropriate Information Technology Resource. Ideal candidates have attention to detail, customer service skills, strong oral and written communication, and the ability to follow process and procedures.

MINIMUM REQUIREMENTS

Education: Associate Degree in Information Technology

Experience: 6 or more years in an IT service or support role

Travel: 15%

Work Schedule: This position works between the hours of 7 AM and 5 PM, Monday- Friday. Ability to work a flexible schedule is necessary.

KEY RESPONSIBILITIES

• Work Complexity:
  • Monitors service support systems for incoming calls for assistance from customers (Faith employees) and works with them to identify relevant details.
  • Resolves incidents and service requests, including updating information in the service tracking system.
  • Performs duties while following standard procedures and practices.
  • Assists in the training of other Service Analysts.
• Service Desk:
  • Responds to Level 2 or Level 3 support requests via multiple sources such as phone, system responses, chat or other method, escalates calls as appropriate.
  • Interacts with customers in a courteous and professional manner.
  • Diagnoses and resolves customer call issues, may implement a temporary fix until a permanent resolution is available.
  • Interacts with other Business Technology resources to identify and implement problem resolution.
• Project planning:
  • Provides input to projects during planning and requirements gathering.
  • Participates in support training before projects are launched.
  • Assigned work tasks from projects.
• Customer Technology Support:
  • Troubleshoots, diagnoses and performs minor repairs to hardware, software, and peripheral equipment, following documented procedures.
  • Documents troubleshooting steps for future use.
  • Follows up in a timely manner to ensure customer satisfaction.
  • Explains service procedures to customers.

The job description and responsibilities described are intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended as a comprehensive list of all functions, responsibilities, skills or abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

SURGE your career forward!
Employees at FTI grow faster because they are a part of a nationally leading team of electrical planners, engineers, designers, electricians, and business professionals.

• Your Personal Growth: Build your career path by taking advantage of our industry leading training and leadership development programs.

• Leverage Technology: Our virtual design and build programs that offer the latest in robotic total stations, 3D scanning, virtual and augmented reality and drone surveillance and assessment.

• Uncompromised Safety: When we see others in our space averaging 2.7 safety rating and ours average .42, you know that we value you and your safety above all else.

We offer competitive, merit-based wages; career path development and flexible and a robust benefits package that boasts everything from paid training, tuition reimbursement and a top-notch wellness program.

We pride ourselves on a “Ground up Growth” mentality that puts you in the spotlight. Becoming a member of the FTI team means you’ve officially put yourself in the driver’s seat of your career. Through our career development and continued education programs, you’ll have options to position yourself for success.

FTI is a “Merit to the Core” organization, and we pride ourselves on our ability to reward and recognize top performers.

BENEFITS ARE THE GAME CHANGER
FTI enriches the lives of its employees through industry-leading total rewards. Our compensation, benefits, time off, and wellness programs are designed to reward individual results that create team success, improve financial security for our employees and their families, and encourage healthy lifestyles. As an eligible employee*, your programs include:

• Medical, Dental, Vision, and Prescription Drug Insurance

• Company-Paid Life and Disability Insurance

• Flexible Spending and Health Savings Accounts

• Award-Winning Wellness Program and Incentives

• 401(k) Retirement & 401(a) Profit Sharing Plans

• Paid Time Off

• Performance Incentives/Bonuses

• Tuition Reimbursement

• And so much more!

*Regular/Full-Time Employees are eligible for FTI benefit programs.

We stand strong in our values as we work to Create World-Class Opportunities to Succeed through:

• Uncompromised focus on keeping people SAFE.

• Building TRUST in everything we do.

• REDEFINING what’s possible.

• Rewarding individual results that create TEAM SUCCESS.

If you’re ready to learn more about growing your career with us, apply today!

Faith Technologies, Inc. is an Equal Opportunity Employer – veterans/disabled.