Technical Support Analyst

4 weeks ago

Houston, United States INTEGREON MANAGED SOLUTIONS LIMITED Full time

Key Objective: Technical Support Analyst, this person will be responsible to provide Level 2, desktop support to all US Integreon end users in a fast paced, high demand and dynamic environment.

Position Objectives and Expectations Specific Duties: Responsible to act as the key contact person for employees regarding any computer questions or applications. Responsible for providing level 1/2 desk side support & Service Desk support in conjunction with the offshore Service Desk. Maintain Service Desk SLAs and quality standards established by Global Policies and Procedures. Create and update all tickets in our ticket tracking system, prioritize tickets based on severity and workload as well as manage all deadlines. Responsible for installing, testing, updating, maintaining or repairing computer software, hardware and other systems as required for Integreon products and business lines. Responsible for developing and maintaining computer information resources. Involvement in IT Projects internally and externally with Clients as required. Responsible for staying current with advances in technology, new software applications and new hardware in order to serve as an advisor to other employees. Responsible for other miscellaneous duties as assigned.

Must Have: Excellent communication skills Service Desk Management Good understanding of hardware (Lenovo/Dell) & system (Microsoft) support Understanding of network protocols and operations Exposure and understanding of server roles including Active Directory, DHCP, DNS, GPMC and WSUS. Expert knowledge of Microsoft Office suite. Microsoft Office 365 a distinct advantage.

Personal Success Characteristics This position must have the ability to multi-task and oversee multiple projects at any given time, as well as perform accurately under time pressures and constraints. This position will also need to maintain confidential information and work in a fast paced, dynamic and creative organization. Ability to communicate effectively with employees and customers in a friendly and professional manner. Good listening skills and tact are essential. This position must also show initiative and good judgment, functioning well under pressure, able to switch gears on a moment’s notice as well as the ability to concentrate in an environment of multiple demands and distractions. Demonstrate flexibility and responsiveness. This position also requires skills of a detailed oriented, well-organized, self-motivated, problem solver who can work independently. This position must possess the ability to consider the big pictures of things, and think abstractly to consider all aspects of a situation and items that may be affected.

Educational & Experience Requirements The candidate should have 2 – 3 years of IT Support experience along with bachelor’s degree. An equivalent combination of education and experience will also be accepted. Reports TO -

US IT Manager Location -

Austin, TX (hybrid)

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