Advanced IT Support Analyst

4 weeks ago


Blacklick, United States Quardev Full time
Job Overview

Quardev is looking for a highly skilled Technical Support Analyst III to join our client's educational technology platform team. This position is primarily remote, with a brief onsite training requirement. Ideal candidates will possess a minimum of 2 years of experience in a similar capacity, providing comprehensive Level 2 support for both software and hardware challenges within an enterprise environment.

Key Responsibilities
  • Deliver remote Level 2 assistance for software and hardware inquiries, including Microsoft applications.
  • Act as an escalation point for Tier 1 and Tier 1.5 support issues.
  • Maintain and enhance technical documentation and IT manuals proactively.
  • Effectively troubleshoot technical issues and outages.
  • Oversee the complete lifecycle of IT assets, ensuring efficient management.
  • Serve as the primary contact for imaging, deploying, maintaining, and retiring hardware assets.
  • Monitor ticket queues to ensure service level objectives are consistently met.
  • Identify and communicate training opportunities for team improvement.
  • Provide hardware support for various devices including PCs, Macs, printers, and VoIP phones.
  • Coordinate with vendors for hardware replacements and services.
Qualifications
  • Proficient in using ACD systems for managing calls and support tickets.
  • Strong verbal and written communication skills, with a focus on customer service.
  • Demonstrated ability to troubleshoot effectively and escalate when necessary.
  • Basic understanding of Active Directory, Azure, and Office 365.
  • Familiarity with TCP/IP networks and network printer operations.
  • Experience in desktop support for both Windows 10 and MacOS environments.
  • Industry certifications such as A Plus, HDI, or CompTIA are advantageous.
  • Bachelor's degree or equivalent professional experience.

This position is open to applicants within the United States and is not eligible for visa sponsorship or Corp-to-Corp arrangements. Compensation is competitive, with a maximum pay rate specified.

Quardev is committed to fostering a diverse workplace and encourages applications from individuals of all backgrounds. We prioritize creating a positive work environment that supports employee satisfaction and retention.


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