Job Description

Technical Support Analyst

Job Locations US-AZ-Phoenix

Posted Date 12/18/2017 5:33 PM

Job ID 2017-1779

# of Openings 4

Category Information Technology

General Neighborhood I-17 and Greenway Rd

Complete Description

Our Customer located in Phoenix, AZ is looking for a Technical Support Analyst who can perform the following under direction (close or minimal DOE). Performs technical, administrative and professional support of the Company’s desktop computers and attached peripherals. 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. Functions with knowledge of: Microsoft desktop operating systems, basic computer networking, the OSI model, TCP/IP basics, understanding of common computer viruses, basic network and system administration, and the foundation of basic network security.

Education & Experience

Required:

2+ customer service experience

Personal computer, Microsoft Server, networking and operations experience

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

2+ years technical experience with telephone systems/software

Key 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.

Answers Help Desk calls to the Service Center 60 % 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 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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