Job Title

Senior Technical Support Analyst

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Job Description

Senior Technical Support Analyst

  • Job Locations: US-AZ-Phoenix
  • Posted Date: 12/18/2017 5:33 PM
  • Job ID: 2017-1778
  • # of Openings: 2
  • Category: Information Technology
  • General Neighborhood: I-17 and Greenway Rd
  • Complete Description

    Our Customer located in Phoenix, AZ is looking for a Sr. Technical Support Analyst from a Lead or Level II perspective, performs preliminary analysis / troubleshooting, system monitoring of desktops solutions, daily maintenance and support. Provides support for diverse hardware, software, and equipment issues and problems, and service or maintenance for desktop equipment and systems. Solves routine problems of moderate scope and complexity following established policies and procedures. Develops solution to a variety of problems of moderate scope and complexity, referring to policies and practices for guidance. Applies expertise with troubleshooting the following: Customer Support desktop software (Operating System and Applications), desktop hardware (desktops, laptops, and tablets), Personal Digital Assistants (PDAs), and desktop and network printers, Wide Area Networks, Local Area Networks, Wireless Access Points. Functions with knowledge of: Microsoft desktop operating systems, computer networking, the OSI model, TCP/IP, understanding of common computer viruses and how to mitigate risk and apply patches, network and system administration, security, and the foundation of virtualization utilizing VMWare VDI View.

    Education & Experience

    Required:

  • 5 years customer service experience
  • 5 years of Personal computer, Microsoft Server, networking and operations experience
  • 5 years of experience in analyzing operations, including project management through implementation and support
  • Preferred:

  • Associates Degree (AA or AAS) in Business, Computer Science, Engineering or related field or equivalent combination of education and experience
  • A+, Helpdesk, or Microsoft Certified Desktop Support Technician
  • 4+ years technical experience with telephone systems/software
  • Responsibilities

  • Functions as a technical resource and Subject Matter Expert for the resolution of routine to moderate desktop problems.
  • Consistently follows standard troubleshooting steps to resolve problems. Documents and evaluates incidents and problems on the various desktop systems.
  • Executes routine tasks and accepts and resolves escalated support issues from end users.
  • Provides Lead or Level II Support to Technical Support Analysts 30% of the time.
  • Answers Help Desk calls to the Service Center 30 % of the time.
  • Works on and resolves open Service Desk tickets 30% of the time.
  • Supports other technical support activities 10% of the time.
  • Interfaces with IT Leadership and Client Departments on desktops issues.
  • If you are interested, please send your resume, salary requirements, and availability to interview as soon as possible. If you are not interested, or not qualified for this position but know of someone who is, we offer a compensated referral program.

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