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Job Title: IT Support Analyst
Location: Mechanicsburg, PA
Duration: 8+ Months

***Position is onsite with opportunity to work remotely based on business needs/supervision discretion.***
***The individual is required to pick up commonwealth-issued equipment the first day.***
***Interviews will be conducted in person on site at 1920 Technology Parkway, Mechanicsburg, PA 17050.***
***Work hours: 8 AM - 4 PM (40 hours per week). Management is flexible with regards to if a contractor wishes to start their day at let's say 7:30 AM. However, they need to be available during DOC's core hours. Specifics can be discussed at the interview.***

Job Description:

• This position serves as a 3rd level Support Analyst and provides support for PSDC SCCM, Airwatch, VDI, and Inmate environments.
• Troubleshoots and assists with hardware and software support escalations.
• Works with IT Support staff and End Users as needed.
• Provide instruction for processes and problem resolution.
• Assist and supports SCCM deployments, packaging applications, and other SCCM tasks.
• Maintains Operating System Deployment (OSD) task sequences and relative packages. Supports the Airwatch console environment with managing assets and objects.
• Supports the VDI (Virtual Desktop Infrastructure) with daily tasks like session support and connectivity troubleshooting. Supports the DOC Inmate environment with general troubleshooting, image testing, and customizations.
• Reviews and recommends hardware and software purchases and system integration/installation.
• Works with users to determine needs and specify IT requirements.
• Assesses capabilities of current computer resources for migration to a new computing environment by performing interoperability tests on operating system, network, and application software.
• Participates in the review, evaluation, and reporting of the capabilities and limitations of industry technologies relative to the open systems environment.
• These include, analyzing security services and directory services.
• Develops and/or contributes in the development of information technology systems by testing and evaluating beta products and applications associated with institutional and agency applications.

Title: IT Support Analyst
Location: Philadelphia, PA (Onsite)
Duration: 4 Months Contract (Potential to Extend)
Must Haves:

1. Project deployment experience (REQUIRED)
2. Deploying of PC's, printer (IT Equipment) 
3. Car ( REQUIRED – contractor will need to travel to offsite locations; position is 100% onsite)
4. Hospital experience
5. A+ certification 
6. 3-5 Years' experience
7. Printer support
8. Additional asked but not needed: Military background plus, and played organized sports

Description:

• We are looking for immediate availability, with the contract running through December 31, with the potential for an extension based on the upcoming project pipeline and future Facilities initiatives.

Responsibilities: 

• Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices, and procedures. 
• Serves as the first point of contact for the DTS Department and acts as a liaison between the client community and the rest of the DTS Department. 
• Adheres to Service Desk standards, processes and systems required to deliver consistent high-quality customer service. 
• Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site. 
• Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions. 
• Manages Level 1 queues and recommends new queues to ensure proper categorization and assignment of issues. 
• Coordinates queues for site/service, working with various stakeholder groups. 
• Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.

Job Summary:

• Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PC or end-user devices & peripheral equipment), application software, and operating system issues.
• Demonstrates sufficient knowledge of call log tracking to record all needed information accurately.
• Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.
• Tracks all customer service items to completion.
• Evaluates customer service issues to determine level of service needed.
• Resolves all Tier 1 issues.
• Escalates Tier 2 issues to appropriate resource.
• Maintains and increases knowledge of clients' IS applications, hardware, mobile devices, and multiple operating system platforms.
• Works under direct supervision to accomplish daily assignments in support of team initiatives.
• Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management, and change management processes, practices and procedures.
• Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.
• Serves as the first point of contact for the IS Department and acts as a liaison between the client community and the rest of the IS Department.
• Adheres to Service Desk standards, processes and systems required to deliver consistent high-quality customer service.
• Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site.
• Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions.
• Manages Level 1 queues and recommends new queues to ensure proper categorization and assignment of issues.
• Coordinates queues for site/service, working with various stakeholder groups.
• Understands and complies with all enterprise and IS departmental information security policies, procedures, and standards.
• Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store clients' information.
• Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.

Required Skills & Experience:

• Minimum two (2) to three (3)years of experience providing EUD support, Service Desk support, or equivalent experience/knowledge.
• Able to perform effectively in a team environment as well as with little direct supervision.
• Customer service-oriented team player with first-rate communication, documentation, organizational, problem-solving, written and verbal skills.
• Ability to understand, analyze, and resolve problems while on the phone or on-site with the user.
• Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills.
• Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc.
• Knowledge and understanding of issues inherent to Microsoft software including, but not limited to, security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality.
• Organized with the ability to follow established processes and provide recommendations for improvements.
• Working knowledge of the TCP/IP protocol suite.

Preferred Skills & Experience:

• Medical terminology helpful and previous medical EUD or Service Desk level 2 support background.
• Able to perform effectively in a team environment as well as with little direct supervision
• Customer service-oriented team player with first-rate communication, documentation, organizational, problem-solving, written and verbal skills.
• Ability to understand, analyze, and resolve problems while on the phone or on-site with user.
• Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc. Knowledge and understanding of issues inherent to Microsoft software including, but not limited to, security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality.
• Organized with the ability to follow established processes and provide recommendations for improvements.
• Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills
• Working knowledge of the TCP/IP protocol suite.
• Medical terminology helpful, and previous medical EUD or Service Desk level 2 support background preferred

Preferred Education: 

• Some college. OR Technical school diploma or equivalent.

Required Certifications & Licensure:

• A+ Certification.

Preferred Certifications & Licensure: 

• ACSP. 
• MCP. 
• MCSA. 
• ITIL Foundations. 
• CCNA. 
• Lexmark & Lenovo Self Maintainer.

Required Education:

• High school degree.

Preferred Certifications: 

• A+ Certification - CompTIA
• Network+ Certification - CompTIA
• Security+ Certification - CompTIA

Preferred Experience:

• At least one (1) year of experience providing EUD support, Service Desk support, or equivalent experience/knowledge.

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Request ID: (phone number removed)
Title: TRADE IT SUPPORT ANALYST
Location: Onsite: Chicago IL
Duration: 6+ Months (with possible extension)
Salary Range: $50- $52 an hour on W2

Mandatory: Chicago-In person Interview
Only Local to chicago IL - no Relocation 
Skills: Cloud DevOps, Cloud Service Brokerage, Client Azure, MySQL & Trade Finance
Experience Required: 8-10

Job Summary Overview

The Brokerage Production Support Analyst is responsible for providing both technical and functional support across multiple technologies used within Brokerage Capital Markets applications. The role supports business users, operations teams, and clients while collaborating closely with upstream and downstream application teams.

The ideal candidate will possess strong communication skills, a solid understanding of financial markets and trading applications, and experience supporting brokerage or Order Management System (OMS) environments. This position operates in a fast-paced trading environment and may require occasional night, weekend, and on-call support.

This role reports to the Support Manager based in Chicago and is part of the Brokerage Production Maintenance & Support team, which provides 24x7 global production support across APAC, EMEA, and North America.

Key Responsibilities Production Support & Incident Management

• Provide day-to-day production support for Capital Markets Brokerage Trading Applications.
• Monitor production environments and proactively identify issues.
• Perform incident detection, root cause analysis, and problem management in accordance with ITIL processes.
• Manage and resolve high-priority production incidents through end-to-end ownership.
• Escalate critical production issues to appropriate teams and management when necessary.
• Participate in after-hours, weekend, and on-call support rotations.
• Manage fire-call support, including off-hours and weekend coverage.

Trading Floor Support

• Work directly with traders and business stakeholders to analyze and resolve queries.
• Support brokerage trading applications and OMS platforms.
• Operate effectively in a high-pressure, fast-paced trading environment.
• Demonstrate the ability to manage stress and handle urgent situations from the trading desk.

Application Administration & Change Management

• Administer trading applications including:
  • Change Management
  • Implementations
  • Maintenance Activities
  • Compliance Reviews
• Ensure application stability, reliability, and performance.

Stakeholder & Team Management

• Develop and maintain strong relationships with:
  • Trading Desks
  • Business Teams
  • Development Teams
  • Audit & Compliance Teams
  • Vendors
  • Clients
• Coordinate with global support teams and offshore support staff.
• Monitor team activities and ensure prompt response to business queries and escalations.
• Assist cross-functional teams in identifying root causes and implementing resolutions.

Documentation & Continuous Improvement

• Review and maintain Disaster Recovery (DR) documentation.
• Participate in annual DR testing and exercises.
• Continuously evaluate incidents, alerts, and service requests for improvement opportunities.
• Build deep understanding of supported business functions and applications.
• Work towards becoming a Subject Matter Expert (SME) within the supported business domain.

Planning & Execution

• Handle activities that are large in scope, cross-functional, and technically complex.
• Set short-term priorities and manage workload effectively.
• Ensure timely and accurate completion of assigned tasks and objectives.

Required Skills & Experience Essential Skills

• Brokerage Production Support
• Capital Markets
• Asset Servicing
• Order Management Systems (OMS)
• Trading Application Support
• Production Maintenance & Support
• Incident Management
• ITIL Framework
• Root Cause Analysis (RCA)
• Problem Management
• Change Management
• Vendor Management
• Application Monitoring & Support

Technical & Functional Competencies

• Strong understanding of Capital Markets and Brokerage Trading environments.
• Experience supporting brokerage front-office or middle-office applications.
• Knowledge of trade lifecycle and trading systems.
• Ability to troubleshoot complex production issues across multiple technologies.
• Understanding of application support processes in a global support model.

Soft Skills

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and within global teams.
• Strong stakeholder management skills.
• Ability to perform effectively under pressure in a trading floor environment.

Company Benefits & Culture 
•    Inclusive and diverse work environment
•    Opportunities for professional growth and development
•    Comprehensive health and wellness benefits