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Technical Support Analyst

2 months ago

Phoenix, Arizona, United States BTI Full time
Position Overview

Business Technology Integrators (BTI) is seeking a dedicated Help Desk Specialist to provide exceptional technical support. This role is essential in delivering Tier 2 and 3 assistance to our computer user community.

Key Responsibilities:
  • Act as a primary support resource for IT inquiries, addressing customer needs through various communication channels including phone, in-person, and remote assistance.
  • Adhere to established protocols for processing IT service requests and effectively troubleshoot incidents, ensuring timely resolution or appropriate escalation.
  • Maintain comprehensive records of all support activities within the designated ticket tracking system, ensuring documentation is thorough and up-to-date.
  • Create and update knowledge base articles to document solutions and enhance the overall support process.
  • Implement quality control measures to guarantee accurate documentation and high standards of case management.
  • Demonstrate proficiency in supporting both Windows and macOS operating systems.
  • Monitor application alerts and coordinate communication during significant incidents, documenting investigations promptly.
Qualifications:
  • A Bachelor's degree with a minimum of one year of relevant IT customer support experience, or an Associate degree or high school diploma with at least three years of applicable experience.
  • Strong technical skills in computer systems and customer service.
  • Possession of one or more relevant certifications, such as:
    • ITIL Foundation Certificate in IT Service Management (v3 or higher)
    • MTA: Microsoft Technology Associate
    • MCSA: Microsoft Certified Solutions Associate
    • MSCE: Microsoft Certified Solutions Expert
    • Apple Certified Associate – Mac Integration Basics
    • Apple Certified Support Professional
    • CompTIA A+ Certified Professional
    • CompTIA Network+ Certified Professional
    • CompTIA Security+ Certified Professional
    • Jamf Certified Tech
    • Jamf Certified Expert

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