Technical Support Specialist

1 day ago

Redlands, California, United States Diverse Lynx Full time
Job Title: Technical Support Analyst Tier-1

Location: Redlands, CA - Remote

Contract Role

Job Summary:

We are seeking a highly skilled Technical Support Analyst Tier-1 to join our team at Diverse Lynx LLC. As a Technical Support Analyst, you will be responsible for providing technical assistance to customers via phone, email, and remote troubleshooting.

Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Provide effective communication to 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 of hardware and software-related problems
  • Prioritize and manage a 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 user access needs and security changes
  • Adapt to new technologies, process new information, and help customers through technological changes
  • Improve and implement procedures as needed and/or assigned
  • Assure necessary security of all IT assets

Requirements:

  • Associate's Degree or High School Diploma/GED + minimum of 4 years of full-time work experience in Information Technology or a 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
  • Strong understanding of basic networking principles
  • Strong written and verbal communication skills

Preferred Qualifications:

  • Advanced knowledge of Microsoft Office products, Windows Operating System, backup software applications, Cisco Hardware and Software, Microsoft SharePoint technologies, and Client hardware platforms
  • In-depth knowledge of PC hardware and peripherals
  • In-depth knowledge of the Windows Operating Systems, VPNs
  • Ability to perform advanced technical installation, upgrade, and troubleshooting on desktops, laptops, or servers
  • Strong understanding of IT Communications and other protocols relevant to troubleshooting client host connections
  • Experience in Active Directory, Exchange, Cisco Finesse, and Citrix

About Us:

Diverse Lynx LLC is an Equal Employment Opportunity employer. We promote and support a diverse workforce across all levels in the company.

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