IT Support Analyst

🕒 Julho 30

🌽 Illinois – Remoto

🌽 Illinois – Remote

💵 $43.984 - $105.600 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Capgemini

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1967

💼 Consultoria

🏥 Saúde

📦 Logística

Consulting • Healthcare • Logistics

A Capgemini é líder global em parceria com empresas para transformar e gerenciar suas operações aproveitando o poder da tecnologia. Com expertise em uma ampla gama de setores, como aeroespacial, automotivo, bancário e saúde, a Capgemini oferece um portfólio de serviços em constante evolução para atender às necessidades, em constante mudança, de seus clientes. Suas ofertas incluem Cloud, cibersegurança, dados e inteligência artificial (IA), e gestão empresarial, entre outras. A Capgemini também enfatiza inovação e sustentabilidade, ajudando as empresas a alcançar a transformação digital enquanto promove a responsabilidade ambiental e social. Além disso, a Capgemini oferece oportunidades de carreira em diversos níveis e profissões, incentivando a inovação e a diversidade em sua força de trabalho.

Descrição

• Manage and resolve incidents and service requests through ServiceNow while ensuring SLA compliance. • Provide end-user technical support for hardware, software, network, and access-related issues. • Administer and support Active Directory, Identity & Access Management (IAM), and Multi-Factor Authentication (MFA) solutions. • Support privileged access management processes utilizing CyberArk and related security tools. • Perform remote troubleshooting and issue resolution for users across multiple locations. • Collaborate with infrastructure, security, and application teams to resolve complex technical issues. • Maintain accurate IT documentation, knowledge base articles, and support procedures. • Identify recurring issues, perform root cause analysis, and recommend process improvements. • Support software deployment and device management activities using Microsoft Configuration Manager (SCCM). • Deliver exceptional customer service while communicating effectively with technical and business stakeholders.

🎯 Requisitos

• 5+ years of experience in IT support or enterprise technical support environments. • Strong knowledge of ServiceNow and ITSM processes, including incident, request, and problem management. • Experience administering Active Directory, user provisioning, group management, and access controls. • Hands-on experience with Identity & Access Management (IAM), Multi-Factor Authentication (MFA), and security best practices. • Working knowledge of CyberArk or Privileged Access Management (PAM) solutions. • Experience with Microsoft Configuration Manager (SCCM) for software deployment and endpoint management. • Strong troubleshooting and root cause analysis skills across desktop, application, and access-related issues. • Ability to manage high ticket volumes while maintaining service quality and meeting SLA requirements. • Excellent customer service, communication, and stakeholder management skills. • Proven ability to collaborate across technical and business teams in a large corporate environment. • Strong documentation, knowledge management, and process improvement capabilities

🏖️ Benefícios

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade • Company paid holidays • Personal Days • Sick Leave • Medical, dental, and vision coverage (or provincial healthcare coordination in Canada) • Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada) • Life and disability insurance • Employee assistance programs • Other benefits as provided by local policy and eligibility