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Technical Support Analyst 1

2 months ago

Des Moines, Iowa, United States Dexian Full time

Job Overview:

Dexian is looking for a Technical Support Analyst 1 to join our team, providing essential support for our clients.

Key Responsibilities:

  • Act as the primary contact for technical assistance, managing and resolving support tickets through the ServiceNow platform.
  • Employ diagnostic skills to troubleshoot and resolve fundamental technical challenges related to hardware, software, and network infrastructures.
  • Serve as an escalation point for intricate issues, utilizing prior experience in managing escalations effectively.
  • Deliver technical assistance via phone, addressing concerns related to diverse technologies and systems.
  • Acquire and maintain knowledge of banking terminology and systems to proficiently address banking-related technical inquiries.
  • Collaborate with other IT personnel and departments to ensure prompt issue resolution and optimal system performance.
  • Thoroughly document all support interactions and solutions in the ServiceNow ticketing system.

Qualifications:

  • 1-2 years of practical technology experience or relevant educational background in technology. Recent graduates with significant tech internships are encouraged to consider this opportunity.
  • Experience in managing escalations or serving as an escalation point is crucial.
  • Familiarity with Cisco phone systems, VMware, and general troubleshooting methodologies.
  • Experience with ServiceNow or comparable ticketing systems is required.
  • Ability to quickly learn and comprehend banking terminology and systems.
  • Excellent verbal and written communication skills, including experience in phone support.
  • Willingness to work onsite with a flexible remote work option.
  • Experience with Cisco phone systems is highly preferred.
  • Knowledge of VMware and related troubleshooting is advantageous.

About Dexian:
Dexian is a prominent provider of staffing, IT, and workforce solutions, employing over 12,000 individuals across numerous locations globally. As one of the largest IT staffing firms and the second-largest minority-owned staffing company in the United States, Dexian was established through the merger of two leading companies. Our platform connects talent, technology, and organizations to deliver transformative results that help individuals achieve their professional aspirations.

Dexian is committed to equal opportunity employment, welcoming qualified candidates from diverse backgrounds without discrimination based on race, religion, gender, sexual orientation, age, national origin, disability, or veteran status.