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Information Technology Support Analyst

3 months ago

Fresno, United States D&H Distributing Full time

IT Support Analyst, Fresno

Hours: Sunday 7pm-3:30am; Monday-Thursday 3pm-11:30pm

SUMMARY

Technology Service Center (TSC) responsibilities include: Support for day-to-day ticket management and service requests; end-user support of systems and applications; incident escalation and tracking. The Technology Service Center position is accountable for addressing end-user issues in a timely manner, first call resolution (FCR), and incident assignment and submission.


ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provide phone support, onsite, and remote end-user client support (Windows).
  • Provide equipment and cabling support, onsite and at our Distribution Centers.
  • Install and teardown IT equipment as needed onsite and at our Distribution Centers.
  • Utilize ServiceNow ticketing system to create, assign, triage and determine escalation path.
  • Investigate and troubleshoot applications, operating systems and peripherals.
  • Deploy and maintain computer, IP phone, scanner, and other peripherals.
  • Basic network printing support.
  • Build, maintain, and image desktop hardware and replace or upgrade legacy hardware.
  • Test new applications and operating systems for compatibility.
  • Ensure the asset management library is accurate.
  • Assist with boxing and shipping of equipment.
  • Other responsibilities as assigned.
  • Travel to DCs as needed.


EDUCATION and/or EXPERIENCE

  • One year Certificate from College or Technical School; or six to one year related experience and/or training or equivalent combination of education and experience.
  • 1-2 years of impeccable customer service experience
  • 1-2 years of help desk or technical support experience