Technical Support Analyst

Description

This posting is open to local candidates.

All resources need to be onsite for the duration of training. If their shift is anything outside of 1st shift, they will be able to work fully remote.

Hybrid work from home opportunities will be available after training is completed (3 days a week onsite).

Laptop and Equipment is provided to all candidates for this position.

Summary of Position:

Technicians in this role provide technical support. The role will include troubleshooting remote hardware, custom and commercial software, and connectivity issues. Support is performed via phone and chat interactions utilizing remote access software. Support will include Windows 10/11, Office 365, laptops, desktops, printers, mobile devices, and numerous in-house, commercial, and mobile applications.

Candidates will take an average of 25 interactions as the single point of contact for technical issues, requests, and questions for over 20,000 supported staff. To ensure your success and the success of the team, you will be measured on Key Performance Indicators. These include adhering to your schedule (especially attendance), first contact resolution, quality, and customer service. During the assigned shifts, candidates should expect nearly 100% of their day to be handling customer interactions.

Skills

1. MS Office, Windows, customer service, Troubleshooting, Help desk support, Active directory, Helpdesk troubleshooting, Office 365, Servicenow, zendesk, Windows 10, Phone support, Service desk, Help desk, event viewer, Task Manager, teamviewer, password reset, Technical support, zoom, Call center, Support, outlook, remote support, microsoft

Top Skills Details

1. MS Office,Windows,customer service,Troubleshooting,Help desk support,Active directory,Helpdesk troubleshooting,Office 365,Servicenow,zendesk,Windows 10,Phone support,Service desk,Help desk,event viewer,Task Manager,teamviewer,password reset

Details of Position:

Associate degree or equivalent work experience is preferred.

High School Diploma or GED required.

Ability to type without usage of auxiliary aids and services. 50+ words per minute is recommended.

Experience with using and supporting MS Office and Outlook is recommended.

Advanced knowledge in computer, mobile device hardware, and software troubleshooting including proficiency in using software support tools.