Note: The job is a remote job and is open to candidates in USA. TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. The Desktop Support Associate Analyst provides end-user provisioning, access management, technical support, and service management across the Public Sector IT organization. The role investigates and resolves incidents, supports infrastructure and applications, conducts testing and training, and monitors ticketed requests.
Responsibilities
- Provisioning and access management in the following but not limited to: Active Directory, MS Exchange, Office 365, Security Groups, Distribution lists, Email, Portal DMZ, Shared Folders, VPN Access, SharePoint, OneDrive, FNP service, etc
- Conduct industry audits related but not limited to Active Directory, Oracle and other systems supported
- Provide end user support for but not limited to TTEC applications
- Conduct regression testing and UATs and occasional after-hours maintenance
- Conduct internal trainings
- Implement and support Incident, Problem and Change Management processes across the Public Sector IT organization
- Perform real-time investigation of Incident, assist with problem or change tickets, including closure categorization, user satisfaction survey, and completion documentation
- Recognize, and resolve technical issues affecting associates. Provide user level technical support by installing, configuring, maintaining and troubleshooting TTEC computer hardware and software issues
- Monitor and prioritize ticketed requests based on status, updates and escalations
Skills
- Bachelor's/College Degree, Computer Science/Information Technology or equivalent, or equivalent experience in IT
- 2 + years of related work experience
- Experience in Active Directory, PowerShell Scripting, Microsoft Exchange, Office 365, Windows, SharePoint, OneDrive
- Experience in supporting PC software including configuration, troubleshooting and maintenance, or relevant technical training/degree from an accredited college, university or technical certification
- Knowledge and experience with ITSM and ITIL best practices for large, complex global IT organizations
- Experience with Service Management processes and tools with an understanding of Incident, Problem, and Change Management
- 2+ year's IT knowledge and desktop support including hardware and software navigation and troubleshooting
- Passionate and motivated to help others with your customer focused mindset and positive attitude
- Work as part of a regional team across multiple countries, cultures and time-zones
- Applicants must be willing to work on shifting schedules including weekends and holidays
- Experience in SQL and in ITIL is an advantage
- Completion of ITIL Foundations v3 certification is a plus
Benefits
- Supportive of your career and professional development
- An inclusive culture and community minded organization where giving back is encouraged
- A global team of curious lifelong learners guided by our company values
- An annual incentive program
- Medical, dental, and vision
- Tax-advantaged health care accounts
- Financial and income protection benefits
- Paid time off (PTO) and wellness time off
- Tuition reimbursement and access to thousands of free online courses
- Performance bonus opportunities
- Individualized webcam-enabled engagement and coaching
- Free courses to support your career growth
Company Overview
Company H1B Sponsorship