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Technical Support Analyst
2 months ago
Technical Support Analyst
Immediate opportunity for a Technical Support Analyst to join a top-notch company experiencing rapid growth
RESPONSIBILITIES:
- Define, document, and maintain standard operating procedures on troubleshooting supported desktop technologies, applications, and warehouse systems for continuous improvements.
- Help to service and maintenance audio-visual equipment as needed.
- Will be the Enterprise SPOC for PC/IPad procurement, distribution, recovery as well as disposal.
- Ability to account for all active or inactive equipment in the CMDB; maintain asset and equipment end-of-life compliance procedures and participate in yearly CAPEX and IT budget requirements.
- Will continuously monitor, effort, assign/re-assign, escalate, etc. Incidents/Requests with ServiceNow ITSM tool.
- Fully document all service management incidents and requests in ServiceNow ITSM Suite
- Timely acknowledgment and triage of service management incidents to determine the proper impact and urgency to recovery and prevent system outages. Search Service Desk knowledge base articles, SOP’s for possible incident resolutions.
- Responsible for properly determining and assigning higher-tiered service management incidents/requests to responsible assignment groups if the resolution cannot occur at the TSA level.
- Assist in the mentoring and training of all TSA II team members.
- Responsible for troubleshooting and configuring software, printer, and connectivity-related issues beyond step-by-step instructions.
- Provide 24X7 first-line support for all Warehouse Automation technologies which includes physical repairs of mechanical equipment as needed.
- Act as the primary escalation point for vendor and operations team communications during individual market center system outages.
- Maintain and ensure market centers' security threats and vulnerabilities are remediated to safeguard the enterprise environment.
This is a 6-month contract-to-hire position in Auburn. Work onsite Monday - Friday, 8am - 5pm.
REQUIRED SKILLS:
- 5+ years of help desk support experience
- High-level understanding and experience in network troubleshooting, network design topology, TCP/IP knowledge, VLANS, and routing
- Technical skills in vulnerability assessment, networking, operating systems, and incident response methodology
- Exposure to ITIL foundational structures
PREFERRED SKILLS:
- Industry-related certifications (A+, Security+, Network+, ITIL, Microsoft MCP/MCSE)
- Bachelor's degree
Must be authorized to work in the US. Sponsorships are not available.
