Technical Support Analyst Tier-1

1 month ago

Redlands, United States TekWissen LLC Full time
Job DescriptionJob DescriptionOverview: TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is an American multinational information technology services and consulting company and is a leading provider of information technology, consulting, and business process outsourcing services, dedicated helping the world's leading companies build stronger businesses.
Title: Technical Support Analyst Tier-1Work Location: Redlands, CA 92374Job Type: Contract Work Type: RemoteDuration: 10+ MonthsJob Description:Minimum Requirements:
  • Associate's Degree OR High School Diploma/GED + minimum of 4 years of full-time work experience in Information Technology, or related field.
  • 3+ years of experience with providing IT Desktop Support 3+ years of experience installing software applications and performing hardware upgrades on desktop computers within a business environment as well as server infrastructure.
  • 3+ years of experience installing and supporting networked devices such as printers and scanners.
  • Possess any of the following certifications; A+, Microsoft MCP or MCSE, Comptia Network+ or a Cisco CCNA.
  • Candidate must be able to demonstrate a firm understanding of how to troubleshoot hardware, software and networking issues.
  • Candidate must have a firm understanding of basic networking principles.
  • Candidate must have very strong written and verbal communication skills.
Primary Responsibilities:
  • Serve as the call center's first point of contact for customers seeking technical assistance over the phone or email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Provide effective communication to the customers.
  • Direct unresolved issues to the next level of support.
  • Log and record issues and resolutions.
  • Follow-up and update customers with status and information.
  • Participate in On-Call rotation to Provide After-hours support.
  • Remotely Diagnose, Troubleshoot and Resolve a wide variety and range of hardware and software related problems with operating systems, applications (including vendor software packages), and network configuration.
  • Prioritize and manage heavy workload in a dynamic and diverse environment.
  • Work with minimal direction but remain focused on critical Service Level Agreement and priority items.
  • Coordinate new users access needs and security changes.
  • This will include coordination with internal IT leadership to establish system access, and communicate back to user with relevant user ID and password information.
  • Adapt to new technologies, process new information and help customers through technological changes.
  • Improves and implements procedures as needed and/or assigned. Assure necessary security of all IT assets.
  • This will include physical security of equipment, data, and software, as well as assuring appropriate backup of data and programs.
  • Complete and maintain an inventory process to track new and old equipment and software.
  • Ensure that all assets are properly tracked and documented for management audit and legal purposes.
  • Consistently works to develop and maintain positive and professional relationships with all internal and external customers.
  • Supports the vision and values of the client and abides by all policies and procedures.
Assets:
  • Advanced knowledge of Microsoft Office products, Windows Operating System, backup software applications, Cisco Hardware and Software, Microsoft SharePoint technologies and HP hardware platforms along with other related technical skills.
  • In-depth knowledge of PC hardware and peripherals In-depth knowledge of the Windows Operating Systems, VPN's Possess the ability to perform advanced technical installation, upgrade and troubleshooting on desktops, laptops or servers.
  • Strong understanding of IT Communications and other protocols relevent to trouble shooting client host connections.
  • Experience in Active Directory, Exchange, Cisco Finesse and Citrix Soft Skills: Ability to communicate effectively, both orally and in writing.
  • Ability to analyse and create solutions based upon data available.
  • Ability to effectively and efficiently use time and resources to complete work and special projects as assigned.
  • Have strong deductive skills in analysing problematic systems and developing stop-gap or permanent solutions.
  • Able to prioritize Call Coverage and Ticket Ques in a high-pressure environment.
TekWissen Group is an equal opportunity employer supporting workforce diversity.

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