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Technical Customer Support Associate Analyst

2 months ago

Birmingham, United States WillHire Remote Work Freelance Full time

This is a temporary contract opportunity with The Cigna Group through Magnit, an enterprise third-party vendor for contingent work. 

Role Summary/Key Objectives:

The mission of the Global Desktop Support (GDS) organization is to provide desktop support to our colleagues throughout the United States across both physical offices and a remote workforce while delivering the best possible experience to our colleagues. We are looking for a Technical Support Associate Analyst to join the Deskside Support Services (DSS) team. You will be responsible for ensuring an outstanding level of customer service and possess advanced technical knowledge. This position will install, configure, troubleshoot, and repair computer workstations while monitoring performance, diagnosing and resolving problems. You will provide accurate, timely and creative solutions to customer's computer and network problems while adhering to standard Technology practices and techniques.

Specific areas of responsibility are:

Technical Assistance & Innovation

  • Provide basic colleague technical support including but not limited to:

         ◦ Computer hardware diagnostic, troubleshooting, configuration, and refresh.

         ◦ Software installation and troubleshooting.

         ◦ Voice and video network diagnostic and repair.

         ◦ Mobile device configuration, training, and diagnosis.

         ◦ Recovery testing to confirm availability of systems where outages have occurred.

  • Manage basic ticket workflows including but not limited to:

         ◦ Escalating unresolved issues in a timely manner.

         ◦ Maintaining and tracking inventory of hardware in the appropriate systems.

         ◦ Documenting and tracking status of colleague inquiries, coordinating appropriate response.

         ◦ Proactively setting expectations with colleagues.

         ◦ Following up to ensure colleague satisfaction.

  • Provide proactive support, maintenance, and innovation including but not limited to:

         ◦ Implementing approved operating system enhancements.

         ◦ Recommending system modifications to reduce colleague problems.

         ◦ Interacting with other support groups to restore service and /or identify and correct colleague computing problems.

         ◦ Identifying process improvement opportunities and supporting continuous improvement initiatives under direction of your supervisor.

  • Perform other duties and responsibilities, as assigned.

Customer service & leadership:

  • Delivers exceptional customer service.
  • Alert's colleagues and team members when a major problem is suspected.

Qualifications:

  • Strong knowledge of the following is preferred.

         ◦ Microsoft operating systems and Microsoft Office.

         ◦ Apple hardware and operating systems.

         ◦ Networking switches and data networks.

         ◦ IP telecommunications systems.

         ◦ Audio Visual Systems.

  • Capability to analyze problems and use sound judgement for determining solutions.
  • 1+ yr of recent helpdesk expereince. 
  • Ability to clearly communicate with customers and other IT staff.
  • At least 1 Year PC/LAN technical or equivalent experience preferred.
  • Aptitude for providing strong customer service through interactions and communications, verbally and written.
  • A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.
  • Willingness for continuing enhancement of technical skills through education/seminars and interaction with other IT disciplines.
  • Comfortable with working outside of normal business hours to support activities, and/or support on-call rotation when necessary.
  • Associate degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded.
  • A+ certification PREFERRED or equivalent combination of education, training, and experience.
  • Customer Service
  • Excellent verbal and written communication skills
  • Problem solving
  • Knowledge of computer operating systems, hardware and software
  • Attention to detail
  • Ability to work well with others
  • Time management
  • Associates Degree Computer Science or in a related field PREFERRED or equivelent work experience. Degree is Preferred, but not required.

Hourly Pay Rate Range (dependent on location, experience, expectation) 

The pay range that Magnit reasonably expects to pay for this position is: $19.00/hour-$25.00/hour 

Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met)