IT Service Center Analyst in Fremont, CA at APEX Systems

Date Posted: 2/28/2018

Job Snapshot

Job Description

Job #:  825624

Robotics Industry | Located in Fremont | Contract To Hire

**US Citizen or Green Card Holders ONLY**

The IT Service Center Analyst will be responsible for providing first class technical support to all internal staff and contractors who have access to the internal network and systems.  This position is responsible for a high degree of “first call resolution”, request fulfillment and managing the performance of assigned service levels to meet or exceed center performance objectives.

Supported products and services include but are not limited to:

LAN / WAN networks, VPN, video conferencing, laptops, peripheral devices, mobility devices, associated application software and enterprise applications such as CRM (SFDC), ERP (Oracle JdEdwards), BI/Analytics (Cognos) and Automic Automation.

This position will be expected to maintain both software and hardware inventory for all supported Omron entities locally and remotely.  Maturity of judgment under pressure and the ability to triage and diagnose the level of user needs is essential.  The IT Service Center Analyst must be able to prioritize tasks and multitask appropriately while working in a rapidly changing global environment. 


  • Provide first-level incident resolution and request fulfillment for all users with hardware, software and applications issues.
  • Work closely with OMCA BI Analytics, Applications, Automation and Infrastructure Teams to record and publish knowledge transfer needed to support all first level incidents and/or requests.  
  • Strive for a high degree of “first call resolution” by utilizing available tools, following procedures and policies for the handling of support cases.
  • Responsible to ensure that assigned incidents and requests meet or exceed OMCA and WP SLA targets.
  • Hold advanced troubleshooting skills and strong self-discipline with the ability to analyze technical issues, develop alternative solutions and make recommendations.
  • Provide accurate and timely logging of incidents and resolutions in the Remedyforce ITSM ticketing system.
  • Meticulously manage ticket priority, categorizations, problem association, CI association and other ticket mechanics. 
  • Courteously obtain and document concise incident, request and problem information for internal service personnel.
  • Escalate problems to appropriate IT staff for workaround, resolution, root cause analysis and preventative solutions. Document replication evidence and details prior to each escalation.
  • Maintain frequent communications with end users during the incident resolution and request fulfilment process.
  • Utilize superior customer service skills and multitasking abilities.
  • Maintain in-depth knowledge of all supported products and services.
  • Develop and input “step based” and visual IT Service Center knowledge entries into the knowledge repository.
  • Support continual service improvement by reviewing and recommending modifications to standard operating procedures and work instructions.
  • Challenge the “status quo” by providing innovative process / technology recommendations and solutions.
  • Other duties and special projects as assigned, including occasional off hours and weekend support.


Education:  Associates degree in a technical field i.e. computer science or information technology or equivalent work experience. CompTia A+ and/or Network+ certification is highly preferred.

Experience:  Minimum of 1-2 years of experience in related field. Thorough understanding of ITSM ticketing systems and associated tools is required.  

Core Technical Competencies:

  • IP analysis and configuration - Active Directory/DNS
  • Polycom Video Conferencing
  • Cisco VPN
  • Lotus Notes
  • Advanced internet browser knowledge
  • Wireless / Mobility
  • Laptop imaging and configuration
  • Microsoft Windows 7+
  • Microsoft Office 2010+
  • Adobe Pro and Cloud
  • Canon and various other printers
  • Cisco IPT / Call Manager
  • Remote Desktop technologies i.e. Bomgar

The following is advantageous but not required:

  • Experience with Automic Automation Engine or similar platforms
  • ERP and Applications support
  • Microsoft Office 365 Administration
  • Ability to write MS PowerShell and SQL scripts
  • Windows Server 2008 or 2012
  • SQL Server 2008+
  • VMware
  • ITILv3 knowledge
  • Bilingual in either Spanish, Portuguese or Japanese

KNOWLEDGE, SKILLS AND ABILITIES - The responsibilities listed below are representative, but not all inclusive of the knowledge, skill, and/or ability necessary to satisfactorily and successfully perform the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Technical Abilities:   Excellent analytical, conceptual, and problem-solving abilities. Excellent architecture and technical support documentation skills

Behavioral Profile:  Excellent understanding of the organization’s goals and objectives. Excellent communication and interpersonal skills.  Extensive experience working in a team-oriented, collaborative environment. Exceptional customer service orientation.

QUALIFICATION REQUIREMENTS - The requirements listed below are representative of the physical and environmental factors the job holder will encounter. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. 

Physical Requirements: While performing the responsibilities of the job, the employee is often required to talk, hear at normal speaking levels, sit and use their hands and fingers to type, handle or feel, including repetitive motions with the wrists, hands and fingers. The employee is occasionally required to stand, walk, and reach with arms and hands, this is a sedentary position involving sitting most of the time. Vision abilities required by this job include close vision for extensive computer use, reading and visual inspections.

Environmental Factors: While performing the duties of this job, the employee is primarily in a general office environment. The noise level in the work environment is usually quiet to moderate. The position is not substantially exposed to adverse environmental conditions.

Travel Requirements: Approximately 5% travel

Conclusion – This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.