Technical Support Analyst

1 week ago

Boise, Idaho, United States Involta Full time

Position Overview:

The Client Services IT Specialist plays a crucial role in addressing client requests for technical support, ensuring a professional, prompt, and effective resolution of technical issues.

Problem-solving will involve utilizing diagnostic tools and support request tracking systems, along with providing remote assistance at both desktop and server levels, while coordinating with other personnel for escalated support as necessary.

Moreover, the Client Services IT Specialist is tasked with fostering and nurturing relationships with clients by demonstrating a commitment to continuous improvement, delivering solutions that align with client requirements, and leveraging client feedback to enhance service quality.

This role also acts as an extension of the local facilities team outside of standard business hours, ensuring the site is prepared for emergency situations and maintaining physical security.


Key Responsibilities:

  • Conduct initial assessments and triage for issues reported via phone, alerts from client systems, or service portals to gather relevant information, evaluate urgency, and facilitate resolution.
  • Oversee critical infrastructure and security systems that support the local facility. Provide escort services for Data Center access and offer Smart/Remote hands support.
  • Address requests for technical assistance in person, over the phone, and electronically, prioritizing based on urgency.
  • Diagnose, investigate, and resolve hardware, software, application, and performance-related issues. Escalate issues as needed and collaborate with third-party providers when necessary.
  • Proactively inform users about the status of their requests, document resolutions, and perform timely follow-ups in line with established policies and standards.
  • Assist with maintenance tasks related to 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 resolution rates and reduce resolution times.
  • Apply knowledge to the business context and deliver personalized, value-added services to clients.
  • Foster teamwork and collaboration by supporting colleagues and leveraging their strengths and experiences to achieve collective goals.
The above statements outline the primary and essential functions of this position.

Specific circumstances may necessitate a different combination of duties for some individuals assigned to this role.


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 (CompTIA A+, Network+, Server+, CCNA, or Microsoft) are preferred.
  • Strong troubleshooting skills for desktop, laptop, network, hardware, software, and applications.
  • 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 outstanding oral and written communication skills.
  • Ability to manage stressful situations effectively and professionally.
  • 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 & Physical Requirements:

  • Office setting.
  • Reliable transportation is necessary.
  • Capability to lift and move 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 security-conscious mindset, protecting the privacy and confidentiality of company assets, including networks, business information, and customer data.

All Involta employees are accountable 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 action.


Involta is an Equal Opportunity Employer.

  • Technical Support Specialist

    7 days ago

    Boise, Idaho, United States CDK Global Full time

    Job SummaryCDK Global is seeking a highly skilled Technical Support Analyst to join our team. As a Technical Support Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.Key ResponsibilitiesProvide technical support and troubleshooting for complex technical issuesCollaborate with cross-functional...

  • 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,...

  • Technical Support Analyst

    1 week ago

    Boise, Idaho, United States Involta Full time

    Position Overview: The Client Services IT Specialist plays a crucial role in addressing client requests for technical support, ensuring prompt, courteous, and effective resolution of issues. Problem-solving will require the utilization of diagnostic tools and support request tracking systems, as well as providing remote assistance at both desktop and server...

  • Senior Technical Records Analyst

    2 weeks ago

    Boise, Idaho, United States Boise State University Full time

    Department Overview: We are seeking a meticulous individual who values both the overarching goals and the finer details within our Financial Aid and Scholarships Office. This role is pivotal in providing processing support and assistance, requiring a candidate with exceptional attention to detail, the ability to handle substantial workloads, a methodical...

  • Associate Tech Support Analyst

    4 days ago

    Boise, Idaho, United States SCA Health Full time

    About the RoleWe are seeking a highly motivated and detail-oriented Associate Tech Support Analyst to join our End-User Services team at SCA Health. As a key member of our IT team, you will be responsible for providing technical support to end-users across the organization, ensuring seamless access to critical systems and applications.Key...

  • Technical Support Specialist

    6 hours ago

    Boise, Idaho, United States Tata Consultancy Services Full time

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at Tata Consultancy Services. As a Technical Support Specialist, you will be responsible for providing end-user technical support to our clients.Key ResponsibilitiesAssist on a diverse range of support issues requiring ability to identify, evaluate and resolve issuesTeam...

  • Technical Support Specialist

    1 week ago

    Boise, Idaho, United States Volt Full time

    Position Overview:This opportunity is presented by Volt, a leader in workforce solutions. We are currently seeking a dedicated Onsite Systems Support Technician to provide exceptional technical assistance and support.Role Responsibilities:- Deliver remote desktop support and assist users via telephone to troubleshoot computer-related issues.- Ensure the...

  • Technical Support Specialist

    2 months ago

    Boise, Idaho, United States tapwage Full time

    Technical Support SpecialistBCforward is currently seeking a highly motivated Technical Support Specialist for an opportunity in Boise, ID.Position Title: Technical Support SpecialistLocation: Boise, IDAnticipated Start Date: 28th - July - 2024Please note this is the target date and is subject to change. BCforward will send official notice ahead of a...

  • Technical Support Specialist

    7 days ago

    Boise, Idaho, United States Axcelis Technologies Full time

    **Job Summary**As a Field Service Engineer II at Axcelis Technologies, you will play a critical role in providing exceptional customer support through on-site installation, diagnosis, troubleshooting, service, and repair of complex equipment and systems. Your expertise will ensure the operational quality of system equipment, and you will instruct customers...

  • Technical Support Specialist

    2 weeks ago

    Boise, Idaho, United States Briefly Full time

    Company OverviewBriefly operates as a premier support organization, expertly managing the back-office functions of a globally recognized, tech-enabled law firm. This firm is celebrated for its commitment to excellence, innovation, and teamwork across its extensive network of offices worldwide. Our unique business model is acknowledged as one of the most...

  • Technical Support Specialist

    2 weeks ago

    Boise, Idaho, United States Briefly Full time

    Company OverviewBriefly operates as a dedicated support entity, efficiently managing the back-office functions of a globally recognized, tech-driven law firm. This firm is celebrated for its commitment to excellence, innovation, and teamwork across its extensive network of offices worldwide. The firm's unique business model is acknowledged as one of the most...

  • Senior Technical Records Analyst

    1 week ago

    Boise, Idaho, United States Boise State University Full time

    Department Overview: We are seeking a meticulous individual who values both the broader perspective and the finer details. The primary responsibility of this role is to deliver processing support and assistance for the Financial Aid and Scholarships Office. The ideal candidate will exhibit exceptional attention to detail, the capacity to handle substantial...

  • IT Support Specialist

    3 days ago

    Boise, Idaho, United States Clearwater Analytics Full time

    Job Summary:The IT Support Specialist plays a vital role in ensuring the smooth operation of Clearwater Analytics' technology infrastructure. As a key member of the Help Desk Team, this individual will provide first-tier technical support to employees, resolving simple problems and tickets in a timely and efficient manner.Key Responsibilities:Technical...

  • Technical Support Specialist

    5 days ago

    Boise, Idaho, United States Confluent Full time

    About the RoleWe're seeking a highly motivated and self-driven individual to join our team as a Technical Support Engineer. As a key member of our support team, you will play a crucial role in helping our customers succeed with Confluent's data streaming platform.Key ResponsibilitiesCollaborate with customers to resolve a wide range of issues with their...

  • Technical Support Specialist

    2 days ago

    Boise, Idaho, United States PSG Global Solutions Careers Full time

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at PSG Global Solutions Careers. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.Key ResponsibilitiesProvide technical support to clients via phone, email, and chat.Troubleshoot...

  • Senior Technical Records Analyst

    1 week ago

    Boise, Idaho, United States Boise State University Full time

    Department Overview: We are seeking a meticulous individual who values both the broader perspective and the finer details. The primary role of this position is to deliver processing support and assistance within the Financial Aid and Scholarships Office. The ideal candidate will exhibit exceptional attention to detail, the capability to handle substantial...

  • Senior Business Intelligence Analyst

    1 week ago

    Boise, Idaho, United States Simplot Full time

    Position OverviewThe J.R. Simplot Company, a leading global food and agriculture organization, is seeking a Senior Business Intelligence Analyst. Our headquarters is located in Boise, Idaho, and we pride ourselves on our comprehensive farm-to-table operations that encompass food processing, agriculture, and related industries.Role SummaryThis role involves...

  • Junior Data Analyst

    5 days ago

    Boise, Idaho, United States SynergisticIT Full time

    About UsSynergistic IT is a full-service staffing and placement firm that has been serving clients in America for over a decade. Our mission is to provide high-quality IT services and help individuals build a successful career in technology.Job DescriptionWe are seeking a skilled Data Analyst to join our team. As a Data Analyst, you will play a crucial role...

  • Technical Support Specialist for Hydronic Systems

    4 days ago

    Boise, Idaho, United States Rinnai America Corporation Full time

    Join Us in Promoting Sustainable LivingRinnai America Corporation stands at the forefront of tankless water heating technology, a rapidly expanding sector as both commercial and residential spaces transition to efficient, limitless hot water solutions. Our dedication to our workforce and a robust, responsible culture is complemented by our commitment to...

  • Investigative Analyst

    2 weeks ago

    Boise, Idaho, United States City of Boise ID Full time

    About Us:The City of Boise ID is committed to fostering a safe and secure environment for all residents. Our team consists of approximately 400 dedicated professionals, including around 300 sworn officers and a civilian support staff of about 100, all united under a common goal: to protect, serve, and lead our community towards a safer future.Position...