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Technical Support Analyst
1 month ago
The Client is seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
Duties and Responsibilities:
- Manages and monitors customer IT issues using helpdesk tools KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
- Acts as a liaison between client and other departments to ensure the delivery of high-performance IT support services
- Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers
- Provides management with recommendations for systems and process improvements
- Troubleshoots software and hardware problems and enhances the level of direct services to field staff
- Installs, maintains, and assists in testing and upgrading of new and existing hardware and software
- Provides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems
- Creates job aids for internal the client staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products
Required Experience & Skills
- Strong customer service skills with a Customer First attitude
- Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint Online, OneDrive, Teams, and MS O365
- Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets
- Excellent research and investigative skills
- Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking
- Experience in working with help request tracking and reporting tools
- Knowledge of IT concepts and trends and new technologies
- Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field
- Ability to communicate effectively orally and in writing with individuals and groups
- Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite)
#CB, #DICE
