Associate Tech Support Analyst

Job Description

• The Associate Technical Support Analyst provides hardware and software support to our workstations (both physical and virtual), mobile wireless devices, voice & video equipment, end user solutions like Office 365, and Endpoint security tools.
• The successful candidate will work with a dynamic and evolving global team charged with continuously improving the efficiency and effectiveness of support for our end user environment.

• Strong experience in providing exception customer service.
• Minimum of 6 months of relevant work experience or a Bachelor's Degree
• Supporting and troubleshooting Windows 10, MS Office 365 suite, OSX (current release and prior release), IOS, Android
• Intermediate level Networking connectivity knowledge and troubleshooting
• Intermediate level experience in Installation, configuration, and support of local and LAN printers

• 2-4 years of experience as a technician supporting over 300 users with the following:
• Installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software
• Hands-on support for all operational aspects of voice, video and unified communications support including, but not limited to, assigning phones, assisting with meeting scheduling, etc Proven track record in delivering customer service excellence
• Excellent interpersonal skills:
• Ability to communicate effectively with wide variety of users, and technical teams
• Ability to support, and explain technical concepts to users at various levels of technical proficiency
• Effectively manage difficult or volatile situations
• Effective problem solving:
• Ability to effectively perform issue isolation and resolution in order to minimize downtime
• Ability to assess, analyze and research technical situations and provide viable alternatives
• Able to read and understand technical manuals, procedures, and OEM guides
• Ability to schedule and prioritize
• Ability to learn new technologies and procedures quickly

• Consistently provide an exceptional, pleasant and courteous service to all End Users
• Provide 2nd level support for escalated workstation and mobile related issues and requests
• Provide the day-to-day operational support for incidents, adds/moves/change for voice and video conferencing, and AV equipment and escalating when appropriate.
• Perform daily sweeps following defined procedures to ensure all conferencing equipment is functioning properly
• Effectively question end users to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues
• Interact with end users in person, via telephone, e-mail, IM/chat, and social tools, to provide technical support
• Prioritize incidents and complaints to ensure all SLOs are meet
• Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now
• Consult sr. technicians and utilize all technical resources to solve customer problems
• Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues
• Escalate hardware repairs to third party providers as needed
• Effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions
• Installation of workstation, telephony, and mobile hardware/software as required
• Provision and prepare workstations using standard images
• Setup and install new workstations, loaners and other workstation related equipment
• Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed
• Consult sr. technicians in creating knowledge articles to share with other agents/technicians on issues/problems and resolution
• Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities
• Other duties and special projects as assigned

• This position will be performed in an office setting.
• The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.