Technical Support Specialist

Summary

The Analyst, Tech Support Sr is a highly motivated individual will work with our Technical Support Center team in supporting our Core Platform areas. Provides technical support to users for complex computer related technical problems. Serves as the primary point of contact for users experiencing computer-related problems. Resolves technical problems in a call center/service desk environment. Uses expertise in customer service and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.

The ideal candidate is someone with strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture. Advanced technical knowledge, combined with the ability to clearly communicate with the Associate and Management also required.

Essential Job Functions:

IT Support Key Responsibilities

Take incoming requests for support via chat, phone, or email, gather information from end user and create an incident or request ticket

Follow up with the end user to confirm resolution, gather additional information, or provide updated information within Service Now, Fresh Service ITSM platforms

Understanding and experience using Virtual and Cloud Technologies (Microsoft 365, Microsoft Endpoint Manager, Windows Cloud PC, Amazon Workspaces, SharePoint, MS Teams)

Install and configure desktops, laptops, and Amazon Workspaces to specifications

Performs root cause analysis and provides detailed end user support documentation

Serve as point of contact to internal and external customers through problem resolution

Maintains a high level of technical skill in the field of expertise

Assist in continuous development of Support Services procedures

Documentation

Identify gaps and assist in development and maintenance of Support Services and end user documentation

Modify and create knowledgebase entries

Security Awareness

Understanding of security impacts of end user requests and ensure adherence to company guidelines and mandatory training

Other Related Duties:

Performs other related duties as assigned

Maintain regular and punctual attendance

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Qualifications, Experience, Knowledge, Skills

At least 3 to 7 years working experience in a Service Desk / Client Services role

Technical Certifications desired (A+, Microsoft Azure/365 Fundamentals or Cloud+, Security+, MCSA, MTA)

Experience with Modern Device Management (MDM) tools, including Windows Autopilot and Microsoft Endpoint Manager

Intermediate to advanced knowledge working in a hybrid On Prem Active Directory and Azure Active Directory environment

Experience supporting Zero Clients, Windows 365 Cloud PC, Amazon Workspaces (virtual desktop)

Experience supporting Azure MFA, Cisco VPN AnyConnect, Cisco Duo MFA (Multi Factor Authentication)

Experience with Service Now, Fresh Service and Microsoft 365 Suite (Office, Outlook, Teams)

Interactive experience handling phone and chat-based support activities (5k+ user base)

Intermediate knowledge of desktop operating systems (Windows 11), MAC OSX is [a plus]

Hands on experience or Hardware knowledge of Microsoft Surface and Dell laptops

Application install experience via Microsoft Company Portal

Experience with SaaS based phone platforms; Talk Desk, Viirtue, AVOXI, (nice to have)

IAM (identity access management) - Administer user accounts and access privileges in the organization’s identity management system Azure AD (Entra) add to groups, roles and or Enterprise Applications

Participate in IAM audits and review access control reports to identify potential risks

Education and/or Experience:

Technical certification, college degree or equivalent combination of education and experience required.

Certifications desired; (A+, Microsoft Azure/365 Fundamentals or Cloud+, Security+, MCSA, MTA)

At least 3 to 7 years working experience in a Service Desk, end user computing role desired

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to communicate effectively, present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Customer Service Relationships:

Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers.