Job Description

Title : Business Analyst (4 yrs of Federal/State/Municipal Energy-Utility entity exp)

Location : Austin, TX (ONSITE & LOCAL CANDIDATES ONLY).

Client : Austin Energy.

Duration : 10+ Months

Rate : $70/hr on C2C/1099

WORK DESCRIPTION:

This position will build and maintain the database for 1:1 accountability for AE s Wireless solution using LTE sim cards, Hotspot, phones, and pagers. Work closely with the following carriers: ATT, Spoke, T-Mobile and Verizon. This position will maintain the lifecycle of this equipment through deployment, upgrading and offboarding including legacy equipment previously issued. This position will develop a solution to identify Business Units (BUs) for each mobile account issued. This position will take over these responsibilities and make Wireless LTE assets a billable, trackable, auditable, and accountable service. This position will also work with the Desktop team to track out of warranty desktop and laptop equipment on the AE network and schedule it for replacement by the PCaaS team.

Primary Roles and Responsibilities

• Technical Support
  • Provide end-to-end coordination of cellular outages
  • Provide hands on cellular support for users onsite as needed
  • Contact AE employees to schedule replacement of out of warranty equipment
  • Work with PCaaS and Desktop Support teams as needed
  • Gather/verify requestor contact information
  • Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.
  • Triage and troubleshoot customer cellular issues with callbacks; Escalation point as Tier 3 Support
  • Perform call-backs within target-response-times
  • Monitor ServiceNow queue
  • Update/escalate tickets as appropriate
  • Monitor cellular systems for problems/alerts
  • Determine cellular product equipment needs and make recommendation for purchases.
  • Research technology solutions to address cellular product needs.
• Documentation systems and processes
  • Document, update, test, and publish processes/procedures for duties performed in role
  • Participate in developing and testing knowledge management content (knowledgebase)
  • Assist Desktop and Service Desk resources with knowledge management activities
• Training & Development
  • Attend product training as deemed appropriate
  • Maintain awareness of AE IT quality programs and standards

Required Skills:

Yes-Graduation from an accredited four-year college or university with a degree in Business or Management, Engineering, computer science, computer information

systems, or management information systems. Experience may substitute for education up to four (4) years.

4 Years of Worked with a government entities business practices and relevant business needs

4 Years of Provide professional technical customer service to users.

4 Years of Schedule, document, and close work orders via support software

4 Years of Proficient in Microsoft Outlook, Excel, Word, Project, Power Point, SharePoint, and Visio, WebEx

4 Years of Proficient in change management methodologies

4 Years of Proficient in presenting to multiple levels within an organization

Valid Texas Class C Driver License.

Preferred Skills:

3 Years of Experience with projects related to inventory control, including but not limited to: LTE, Desktop, Laptop and Software

3 Years of Experience working with remote teams

3 Years of Experience with LanSweeper

3 Years of Experience tracking and monitoring a company s technology asset inventory

3 Years of Familiarity in working with a utility entity

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

• Dice Id: 10512715
• Position Id: 5496

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