Technical Support Analyst

2 weeks ago


Saint Petersburg, United States Intelliswift Full time
Position Overview

Pay Rate: $30/hr. to $32/hr. on W2
Work Environment: Hybrid onsite

Qualifications
  • High School diploma with a minimum of three (3) years of relevant experience in a technical support or helpdesk environment, or a combination of education, training, and experience. A Bachelor's degree in Computer Science, MIS, or a related field is preferred.
Key Responsibilities

The role involves providing End User Support for various platforms including ServiceNow, GoToAssist, proprietary software, Chrome, VPN F5, Global Protect, Office 365, and Exchange Online. Responsibilities include:

  • Assisting both on-domain and off-domain end users.
  • Performing hardware break-fix tasks, including warranty replacements through HP.
  • Installing and supporting software applications.
  • Onboarding new associates and managing PC setups and replacements, including data backup and restoration, and software reinstallation.

With a focus on delivering exceptional service, the position entails providing second-level technical support through various channels, including on-site assistance for hardware, enterprise software, and connectivity challenges.

Technical Expertise

Preferred advanced technical knowledge includes:

  • Installation, troubleshooting, and maintenance of computer hardware and software.
  • Operating systems (OS).
  • Mobile devices.
  • Networking principles.
  • Business applications.
  • Security products.
  • Financial services applications.
Additional Duties
  • Install, configure, troubleshoot, and resolve issues on diverse hardware and software via telephone, remote access, and occasional on-site support.
  • Monitor the call tracking system for new incidents and tasks, ensuring client issues are resolved per service level agreements.
  • Document all activities in the call tracking system in detail.
  • Communicate technical information effectively to non-technical audiences.
  • Complete installations of corporate standard software images.
  • Adhere to company and departmental policies regarding technology and end-user services.
  • Communicate any system issues affecting the quality or reliability of supported systems to clients, peers, and management.
  • May act as a subject matter expert, updating knowledge management documents and providing trend analysis.
  • Document product issues and resolutions in a knowledge database for future reference.
  • Conduct advanced hardware troubleshooting and initiate warranty processes as necessary.
  • Participate in testing new product releases and enhancements.
  • Engage in projects requiring cross-functional coordination.
  • Be responsible for carrying the on-call phone and responding to calls on a rotating basis.


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