Senior Client Technology Analyst

4 weeks ago


Chicago, Illinois, United States Loyola University Full time
Job Summary

This role involves providing advanced technical support and direction to analysts and clients in resolving complex problems. The ideal candidate will have a strong background in desktop support and a proven track record of delivering excellent customer service.

Key Responsibilities
  • Diagnose and resolve technology-related problems, identifying recurring issues and providing feedback to IT support team members.
  • Respond to help desk tickets, customer calls, and email, providing proactive updates and maintaining accurate call tracking.
  • Assign service center call tickets to the appropriate queue for further assistance and provide follow-up as needed.
  • Provide customer service and end-user training on desktop applications, enterprise applications, and mobile devices.
  • Recover, restore, and maintain data recovery for upgraded and failing machines.
  • Participate in and lead technical projects, promoting a professional work environment dedicated to customer service and teamwork.
  • Provide written status updates to the manager as required.
  • Work collaboratively with other Information Technology Services staff to ensure connectivity and compatibility between systems and applications.
Requirements
  • Bachelor's degree preferred, with at least two years of experience in a help desk or technical support environment.
  • Excellent communication, interpersonal, and consultative skills to work effectively with external customers and internal clients.
  • Strong analytical and problem-solving skills, with the ability to understand and apply concepts such as resource utilization and project health.
  • Ability to be flexible and adaptable to changing environments and business situations.
Working Conditions

This role will require working in a hybrid environment, with on-campus and remote components. The remote component will be defined by the manager and as appropriate for the position.



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