IT Support Analyst

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.

KNOWLEDGE, SKILLS, and/or ABILITIES
Strong analytical skills, will require an extended knowledge of Microsoft Excel and/or other analytical software.
Keen desire to learn & increase knowledge in network, server, & system administration.
Strong troubleshooting skills including ability to diagnose root-cause and offer solutions.
Ability to quickly become proficient in proprietary applications.
Excellent written and verbal communication skills.
Follow a process or procedures with guidance or instruction.
Team-player attitude.
Meticulous attention to detail.
Willingness and ability to learn new technologies.

EDUCATION and/or EXPERIENCE
Education
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.
Experience
1-2 years of impeccable customer service experience
1-2 years of help desk or technical support experience

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