IT Support Analyst / Technical Support

 
Location: San Diego, California
Posted On: 9/11/2017
Job Code: IT Support Analyst
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Job Description
 
• IT group is looking for a consultant who will work in a Service Desk environment.
• The primary responsibilities of this role are as follows:
• Supporting employees via phone, chat and / or e-mail.
• Utilizing the current CRM and knowledge management software in accordance with standardized procedures to ensure accurate solutions and superior service.
• This will require advanced proficiency in the areas of troubleshooting computers, network issues and customer service.
• This position assumes and performs other duties as assigned. We are an EEO business.

Minimum Qualification:
• A minimum of three year experience in an IT Support, or IT Analyst, role including:
• Experience with Windows based OS's, UNIX, MAC, Linux or Android. Ability to troubleshoot driver, folder and file issues.
• Serving as first point-of-contact for employees on technical issues.
• Providing a high level of service via Phone, Chat or email. Strive for First Contact Resolution on all technical matters.
• Coordinating with partner teams to provide a satisfactory resolution when an escalation is necessary.
• Promoting and maintain high-quality technical support standards within the IT Service Desk.
• Proven history of practical experience in the computing industry and corporate service-desk environment.
• Must have a working knowledge of call center phone systems, CRM, KB and Active Directory.

Preferred Qualification:
• To perform this job successfully, an individual should be able to perform each essential duty at an advanced level.
• The requirements listed below are representative of the knowledge, skill, and/or ability that are preferred:
• Good verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
• Experience troubleshooting customer installation issues of the company Software on supported Windows operating systems due to windows configuration issues.
• ITIL Foundations V.3 and Help Desk Institute Certifications a plus.
• Understanding of MAC and Android environment and the phone settings that may affect the behavior of an application.

Education:
• Required: Bachelor's, Business Administration Bachelor's degree (B.A. or B.S.) from four-year college or university preferred; Technical Support or Customer Service related experience and/or training preferred; or equivalent combination of education and experience.
Category:IT  code:new
 
 
Job Requirements
 
 
• A minimum of three year experience in an IT Support, or IT Analyst, role including:
• Experience with Windows based OS's, UNIX, MAC, Linux or Android. Ability to troubleshoot driver, folder and file issues.
• Providing a high level of service via Phone, Chat or email. Strive for First Contact Resolution on all technical matters.
• Must have a working knowledge of call center phone systems, CRM, KB and Active Directory.
• ITIL Foundations V.3 and Help Desk Institute Certifications a plus.
• Understanding of MAC and Android environment and the phone settings that may affect the behavior of an application.
 

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Contact Details
 
Recruiter
Shrey Sharma
 
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