Technical Support Analyst

2 weeks ago

Boise, Idaho, United States Involta Full time

Position Overview:

The Client Support Technician plays a crucial role in addressing client requests for technical support, ensuring prompt, courteous, and effective resolution of issues.

Problem-solving will utilize diagnostic tools and support request tracking systems, requiring the individual to provide remote assistance at both desktop and server levels, while collaborating with other personnel as necessary.

Moreover, the Client Support Technician is tasked with cultivating and nurturing relationships with clients by actively seeking ways to enhance service delivery, offering solutions that align with client needs, and utilizing feedback to refine services.

This role also extends support to the local facilities team outside of standard business hours, ensuring that the facility is adequately staffed for emergency situations and security measures.


Key Responsibilities:

  • Conduct initial assessments and triage for issues reported via phone, monitoring alerts from client and internal systems, or service portals to gather relevant information, evaluate urgency, and facilitate resolutions.
  • Oversee critical infrastructure and security systems within the local facility. Provide escort services for Data Center and deliver Smart/Remote hands support.
  • Address requests for technical assistance in person, via phone, and electronically, prioritizing based on urgency.
  • Diagnose, investigate, and resolve technical issues related to hardware, software, applications, and performance. Escalate issues as necessary and collaborate with third-party providers when required.
  • Proactively communicate updates to users regarding status, document resolutions, and conduct timely follow-ups in accordance with established policies and standards.
  • Assist with maintenance tasks involving Microsoft servers.
  • Ensure the accuracy, clarity, and quality of work, reflecting a commitment to enhancing efficiency.
  • Create process and support documentation to improve first-call resolutions and reduce resolution times.
  • Apply knowledge to the business context and provide personalized, value-added service to clients.
  • Foster teamwork and collaboration by supporting colleagues and leveraging their strengths and experiences to achieve collective goals.
The above statements encompass what are generally recognized as the primary and essential functions of this position.

Specific circumstances may necessitate or allow individuals assigned to this role to perform a different combination of duties.


Qualifications:

  • Associate degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.
  • A minimum of one year of experience in a customer service role providing technical support.
  • ITIL v3 or v4 Foundation certification or one year of experience in an ITIL environment is preferred.
  • Relevant IT certifications are preferred (CompTIA A+, Network+, Server+, CCNA, or Microsoft).
  • Strong troubleshooting skills in desktop/laptop/network/hardware/software/application.
  • Familiarity with Microsoft Server Technologies and VMWare.
  • Proficient in Windows Operating Systems, Active Directory, and O365.
  • Experience with service management systems for issue tracking.
  • Knowledge of VOIP, WAN, and LAN connectivity/routers is preferred.
  • Excellent phone etiquette and exceptional verbal and written communication skills.
  • Ability to manage difficult situations and maintain professionalism under pressure.
  • Strong customer service orientation and interpersonal skills.
  • Exceptional organizational skills, attention to detail, and accuracy.
  • Self-motivated with a strong desire to learn and grow.

Work Environment:

  • Office setting.
  • Reliable transportation is required.
  • Ability to lift and transport moderately heavy or bulky PC equipment.
  • Willingness to work flexible hours.

Compensation: The salary for this position ranges from $36,500 to $47,500 annually. Final compensation will be determined based on various factors, including experience and skill set.

Information Security:

To safeguard the security of Involta and its clients, it is essential that this position is performed with a strong focus on security, ensuring the privacy and confidentiality of company assets, including networks, business information, and customer data.

All Involta employees are responsible for the security of their job-related activities in accordance with company policy.

Any employee who intentionally violates company policy may face disciplinary action, including termination of employment and/or legal consequences.


Involta is an Equal Opportunity Employer.

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