IT Support Analyst

Location: San Diego, California
Posted On: 9/11/2017
Job Code: 1958550_IT Support
Job Description
Job Description:
• IT Service Desk is looking for a contractor (temp-to-hire) who will work in a tiered support environment.
• The primary responsibilities of this role are as follows: Supporting Internal and External customers across multiple products and services through standard incident and event management processes
• Additionally, provide support to all customer issues 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 proficiencies in the areas of troubleshooting computers, network issues and customer service.
• Perform analysis of complex issues and provide detailed summaries and resolutions.
• Create and update technical information (FAQs, Technical Notes, etc) to support common
• This position assumes and performs other duties as assigned. We are an EEO business.

Minimum Qualifications:
• 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, and external customers 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.
• Responding to event alarms, triaging issues and managing support escalations to higher support tiers.
• Promoting and maintaining 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.

• 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 MS Windows operating systems due to windows configuration issues.
• Experience troubleshooting application event alarms and partnering with apps engineering, networking operations teams during business critical outages Network Operations experience a plus ITIL Foundations V.3 and Help Desk Institute Certifications a plus.
• Understanding of iPhone and Android environment and the phone settings that may affect the behaviour of an application.

• Required: Bachelor's, Business Administration and/or Computer Science or equivalent experience 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
Technical Support, UNIX, CRM, Management, Mac, Training, Engineering, Windows 2003, Linux, Windows 2000, MS Windows, Windows 98, Active Directory, Networking, ITIL

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Contact Details
Satthiseelan Pr