Technical Support Analyst
3 weeks ago
Technical Support Analyst
Exciting opportunity for a sharp Technical Support Analyst to join a dynamic organization where you can make an impact.
RESPONSIBILITIES:
Approximately 60% is in-person support, and 40% is phone support
Support users in multiple locations and also assist with remote support of our other users nationwide
Triage Level II and Level III Incident and Service Request tickets
Troubleshoot and resolve Incident tickets related to technical difficulties with hardware, software, and the network
Resolve Level l Incident and Service Request tickets
Validate with internal customers that the Incident or Service Request has been resolved and update the ITSM ticketing system
Interface effectively with IT infrastructure, security, applications management, database, and governance personnel
Obtain a strong knowledge of IT Security policies, processes, and procedures
Adhere to and execute IT Security policies, processes, and procedures
Write and update knowledge-base articles
Actively contribute to IT's Continual Service Improvement efforts
Ability to complete multiple simultaneous projects and support tasks promptly
Rotate on the help desk, taking calls, emails, and chats from all of our offices
Perform other duties or special projects as assigned
This is a 6 month contract-to-hire position. You will mainly support our locations in the greater Salt Lake City area. However, you will provide support to our other sites in Utah as needed. Sometimes there is project work where you may have to travel to another state to assist with the project. You must be able to work flexible hours as needed and be on call or work some weekends. Excellent opportunity to make an impact and take your career to the next level.
REQUIRED SKILLS:
3+ years of technical support experience
Windows support
MS Office support
Active Directory
Able to image/configure an out-of-the-box PC
Able to re-image PCs and install approved apps and systems access
Strong working knowledge of email spam filtering tools
Able to validate that a PC is fully encrypted
Software and hardware support
Strong deskside support experience
Ability to work flexible hours as needed, and be on call or work some weekends
Excellent customer service skills
Strong documentation skills
Excellent communication skills
Consultative personality
Must have a valid driver’s license and a clean driving record
Must own a reliable vehicle
Must be able to transport IT equipment between offices
Pass a background check and drug test (excluding marijuana)
PREFERRED SKILLS: Cisco UCM Cloud
Must be authorized to work in the U.S./Sponsorships are not available
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