Product Support Analyst - Evening Shift - Maintenance Monitoring Center - Lower Manhattan, NY

Summary: ADAPTATION is building a strong Product Support Analyst team to support public sector and Fortune 500 companies with transformation consulting services. The role involves providing IT product support, performing data analytics, and ensuring exceptional service by addressing hardware, software, and networking issues. Responsibilities: - Outstanding verbal and written communication skills required to relay technical requirements between lane technicians, product specialists, supervisors, and system administrators - Perform data analytics for all facilities in real time, quickly and accurately identify issues, issue timely alerts to key personnel, and follow through to ensure the issues are properly resolved and documented - Maintain an exceptional level of service and adhere to contractual customer performance requirement. Collaborate with development, deployment, and field support teams to insure proper issue resolution and customer service - Monitor email and phone communication (both internal and external) to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies - Using available tools, ascertain the root causes to identify issues. Handle problem recognition, research, isolation, resolution and follow-up for issues that arise, properly document and escalate more complex problems to supervisor or technical staff - Log and track calls and maintain history records and related problem documentation - Attention to detail both in communications and monitoring requirements for production systems - As required and instructed by management, identify trends, causes and effects, etc. and recommend enhancements to better or outperform Key Performance Indicators (KPI) - As required and instructed by management, assess internal reports to spot system shortcomings and/or recommend system maintenance to mitigate performance degradation - Identify problems to efficiently mitigate system downtime in a timely manner - Direct and provide remote support for Lane Technicians to ensure seamless system operations - Maintain an exceptional level of service and adhere to required customer performance requirements to keep the department contractually compliant - Shift assignments are determined by the MMC Manager Required Qualifications: - Outstanding verbal and written communication skills required to relay technical requirements between lane technicians, product specialists, supervisors, and system administrators - Perform data analytics for all facilities in real time, quickly and accurately identify issues, issue timely alerts to key personnel, and follow through to ensure the issues are properly resolved and documented - Maintain an exceptional level of service and adhere to contractual customer performance requirement - Collaborate with development, deployment, and field support teams to insure proper issue resolution and customer service - Monitor email and phone communication (both internal and external) to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies - Using available tools, ascertain the root causes to identify issues - Handle problem recognition, research, isolation, resolution and follow-up for issues that arise, properly document and escalate more complex problems to supervisor or technical staff - Log and track calls and maintain history records and related problem documentation - Attention to detail both in communications and monitoring requirements for production systems - As required and instructed by management, identify trends, causes and effects, etc. and recommend enhancements to better or outperform Key Performance Indicators (KPI) - As required and instructed by management, assess internal reports to spot system shortcomings and/or recommend system maintenance to mitigate performance degradation - Identify problems to efficiently mitigate system downtime in a timely manner - Direct and provide remote support for Lane Technicians to ensure seamless system operations - Maintain an exceptional level of service and adhere to required customer performance requirements to keep the department contractually compliant - Shift assignments are determined by the MMC Manager - One Help Desk System or equivalent help desk tracking software - Basic MS Office Software Experience, specifically – Excel, Word, Teams - High school diploma or general education degree (GED) required Preferred Qualifications: - Post High School education in a technical or analytical field preferred Required Skills: Help Desk System, Microsoft Excel, Microsoft Word, Microsoft Teams