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Information Technology Support Analyst
4 months ago
POSITION OVERVIEW
The IT Support Analyst serves as first level field support for company sites. The primary responsibility of this role is to be the first line of IT support for local and remote users. This position is responsible for responding to IT support requests from end users via incoming telephone calls/email communications/trouble tickets and assisting on users’ requests (or escalate as required), and other duties as assigned. Due to the customer facing nature of this role, interpersonal and communication skills are crucial.
TARGETTED OUTCOMES
- Build strong relationships with team members and develop effective team processes to meet organizational goals.
- Exercise effective communication techniques with an emphasis on coordinating strategic events and increasing awareness of elevated reactive situations.
- Understand, utilize, and improve the in-place processes to align great customer service with SLA requirements.
- Contribute to the efficiency and improvement of the IT organization by identifying, resolving, and eliminating issues.
MUST HAVE
- 3-5 years of experience in a service desk type of role
- Must have Service Now experience
- Must have GREAT communication and customer service type of personality
REQUIRED EXPERIENCE & SKILLS
TECHNICAL:
- Minimum 2 years of experience supporting applications, hardware, and windows operating systems.
- Microsoft operating systems and office products
- Experience with Dell desktops and laptops and Apple products (iPads, iPhones and Macbooks)
- Printer configuration and support
- Networking - Cisco switches and wireless AP's (assist with getting these installed)
- VoIP phones and systems
BEHAVIORAL:
- Excellent Customer Support skills.
- Able to work within a fast paced, changing, high energy environment.
- Able to communicate effectively within a virtual team environment.
- Strong analytical, quantitative and problem-solving skills.
- Able to work independently with limited supervision.
- Detail Oriented
- Proactive; internal drive to continuously and successfully meet goals.
- Willingness to learn new technologies and adapt to changing IT environments.
PHYSICAL REQUIREMENTS:
- Able to lift and carry equipment such as printers, PC's and monitors:
- Must be able to lift up to 40 lbs.
- Able to push/pull up to 20 lbs.
- Able to carry 10 lbs. or less.
- Able to climb up to 5 flights of stairs.
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