General Purpose:
Provide first-level technical support of computer software and hardware products
and services. Respond to and diagnose problems through discussions with users.
This includes problem recognition, research, isolation, and resolution steps.
Resolve basic to moderately complex problems while referring more complex
problems to senior level technicians. Assist users inquiring how to use specific
software, electronic mail, or operating systems. Use existing processes and
tools (e.g., problem management database and help desk systems) to proactively
support office staff and equipment. This position is a remote position. The
analyst will be working from home after the initial training period of 6-8 weeks
in the office.
Job Duties and Responsibilities:
Work remotely performing troubleshooting, repairs, and deployment of Windows
and Apple products
Work daily with internal customers via phone, chat, email, and occasional
walk by
Accurately record all work and troubleshooting in tickets
Maintain positive, professional attitude at all times
Perform troubleshooting on mobile devices, iPhone/iPad and Android.
Perform troubleshooting on Network Printer and Multifunctional Devices
Work daily with Active Directory with knowledge on resetting passwords and
assigning users and computers to groups.
Perform troubleshooting on remote VPN connectivity
Perform troubleshooting on network drive access
The requirements herein are intended to describe the general nature and level
of work performed by employee, but is not a complete list of
responsibilities, duties, and skills required. Other duties may be assigned
as required.
Qualifications
Minimum Requirements:
Education and Experience
Associate degree in related field of study preferred
Bachelor’s Degree preferred
1-2 years of experience in MS Windows environment handling calls on break/fix
support
Experience using and troubleshooting MS Office (O365) products
Experience using ticketing systems, ServiceNow preferred
Experience managing and troubleshooting Windows 10 workstations
Certification and/or License preferred.
Knowledge, Skills and Abilities
Able to demonstrate superior customer service skills
Able to communicate and translate complex technical topics into
easy-to-understand concepts
Able to communicate clearly and effectively, both verbally and in writing
Able to clearly document technical processes
Able to proficiently manage and troubleshoot Microsoft desktop operating
systems
Able to ask directed and logical questions to determine problem causation and
follow documented processes to a successful resolution
Working knowledge of Active Directory Users and Comp
Working knowledge of Apple products including iPhone, iPad and Mac Computers
Must be able to read, write and speak English
An Equal Opportunity Employer