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Technical Support Analyst

2 months ago

Alpharetta, United States Automated System Design Full time
Job DescriptionJob Description

Company Profile

Founded in 1987, ASD® exists to enhance the workplace experience. We don’t set limits on technologies, geographies, or services rendered. By removing these boundaries, we create a new category in the marketplace. Our business was created in response to the evolving technology needs of growing enterprises. We provide freedom for our clients to envision new solutions beyond the status quo and the limitations of traditional workplace environments. We are here to create confidence in workplace technology.


Who We Are
ASD® is committed to providing our AASDIs, customers, vendors, and associates with the highest level of professionalism. To do so, our team is trained to embody the following core values and use them as a guide when making daily decisions.


The Technical Support Analyst role is crucial to bolstering the operations of the Automated Systems Design (ASD) Service Desk Commissioning Team. An analyst with access control and/or video surveillance experience is needed to facilitate and maintain systems for multiple facilities. The contracts are currently staffed with a combination of full-time ASD employees and temporary contractor personnel. Additional staff with similar skill sets may be requested at the same rate as changing requirements dictate.


This position requires technical expertise as well as exceptional people skills. The individual must be adept at listening to clients, capturing issues, and guiding them through issue resolution. The individual must also be courteous, well-spoken, and not easily shaken. Any previous call center and support experience is a great plus for the position(s). Potential candidates will work closely with vendors, technicians, engineers, and project managers.


In addition to the requirements below, knowledge of healthcare and/or E911 environments and related applications is a plus for the current positions.

Desired qualifications:
  • Excellent customer service and telephone skills to maintain high customer satisfaction. Spoken and written English proficiency is required.
  • Experience with Service Now, IT Cares, or similar call center applications.
  • Network knowledge of standard wiring and client LAN/WAN environments (NAT/PAT, private/public IP address space, DHCP, DNS, TCPIP Fundamentals).
  • Background with communication and collaboration systems, including Google email, video conferencing, and Web and audio conferencing.
  • Knowledge of multi-platform client computing across Windows & Apple client operating systems.
  • Experience installing, configuring, updating, and maintaining access control systems.
  • Experience installing, configuring, updating, and maintaining CCTV cameras and related systems.
  • Ability to direct onsite technicians through various technical solutions.
  • Capable of producing systems documentation and process manuals in support of operations.
  • Must be able to work independently and in a team environment.
Preferred Certifications:
  • 3X Logic
  • Axis
  • Brivo
  • Salto
  • S2
  • PTI
  • Hanwha
Certifications with added value:
  • CompTIA Network +
  • Service Now
  • Microsoft
  • Fortinet
  • Cisco

All prospective analysts are required to pass a criminal background check.