Field Support Analyst

Field Support Analyst

Hourly Rate: $25/hour W2 - Candidates who require sponsorship will not be considered at this time.

Hours: M-F 8am - 5pm

Remote/Hybrid/In-Person: In-person

Location: Cleveland, OH

Assignment Duration: 3 Months - open to extension/full time conversion

Potential to convert to FTE, If so, what rate: yes, 65-70k yearly

Resource's typical working day:

Working with Desk side support

Answering technical support issues

Working tickets

Assisting with the distribution of hardware across the country

Proactive customer service

Years of Experience needed:

2-3 years IT experience

5+ years in customer service

Level of Education:

H.S. Diploma with technical experience

Systems/Software proficiencies:

Windows 11

Office 365

InTune

Azure

Active Directory

Imaging Process

Certifications/Licenses:

Microsoft Certification preferred

Top Must have Skills:

Great Customer Service Skills

Ability to communicate with client

Top Nice to have Skills:

Willingness to learn

Team Player

Able to collaborate

Interview Process:

Technical phone screen

Culture interview (Teams)

On-Site meeting

A minimum of two to three years of related experience and/or training. A+ PC Technician; -

• Both Network + and Dell Hardware certification is a plus
• Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding.
• Ability to write routine reports and correspondence.
• Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.
• Ability to effectively present information to an internal department and/or large groups of employees.
• Requires knowledge of financial terms and principles.
• Ability to calculate intermediate figures such as percentages, discounts, and/or allocations.
• Ability to comprehend, analyze, and interpret situations.
• Ability to solve problems involving several options.
• Requires strong analytical and quantitative skills.
• Exceptional Customer Skills required.

Responsibilities

• Oversees the daily operations for a specified location including software, hardware, tape backups, phone administration, and the local area network.
• Provides level I & II end-user support for software and hardware issues.
• Oversees the daily operations of the local area network.
• Installs and upgrades Microsoft Windows operating systems including standard business applications and associated peripherals.
• Troubleshoots Desktop Virus and malware issues
• Maintains a daily backup of all network files.
• Performs service administration tasks for software and hardware products to ensure manufacturer warranty.
• Troubleshoots any software and hardware problems through debugging, testing, and vendor assistance.
• Provides recommendations of program changes to correct software problems.
• Assists in the purchasing of new computer equipment and peripherals for a specified location.
• Performs software and hardware inventory.
• Basic Administration of Phone and Voicemail systems for site.
• Performs other duties as assigned.
• No formal supervisory responsibilities in this position.
• May provide informal assistance such as technical guidance and/or training to coworkers.
• May coordinate work and assign tasks.
• Decisions made with general understanding of procedures and company policies to achieve set results and deadlines.
• Errors in judgment may cause short-term impact to co- workers and supervisor

We are an Equal Opportunity Employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity, national origin, disability, or veteran status. We value diverse perspectives and actively seek to create an inclusive environment that celebrates the unique qualities of all employees.