Desktop Support/Tech Support Analyst Ii

Job Title: Tech Support Analyst II

Location: San Ramon CA 94583

Duration: 06 Months Contract to hire

Shift timings:M-F 8 AM to 5 PM

Pay rate: $25.00/hr on w2 without benefits.

Job Description

Image, reimage, troubleshooting, diagnostics, customer satisfaction, updating case notes, updating customer, responding to emails, calls, texts, IMs, walk ups.

 Requires a detail-oriented professional with the ability to exceed work expectations and be an active participant in meeting corporate goals.

Strong organizational, computer, customer service and analytical skills with a proven track record of success. Successfully manage Ticket queue for technical support of business applications and troubleshooting issues in desktop environment to resolution for users either hands-on or via remote desktop control.

• Maintains ownership of customer incidents to completion while prioritizing incident reports

• Executes incident investigation, diagnosis and provision to resolution

• Performs historical analysis of incidents to identify trends impacting SLAs

• Proficiency in incident investigation and diagnosis to resolution

 • Administration for Active Directory

• Management of ticket queues

• Timely updates and resolution

• Detailed notes within tickets

• Develops rapport with client and provides great customer experience

• Providing BMO end users all over the country with timely deployments of software delivery and hardware support and troubleshooting. In most cases, Premier Support as needed with 15-minute fulfilment requirement with users for time sensitive recovery.

• Continual involvement with special projects as a technical expert and create technical reference manuals to ensure that work stream requirements met.

 • Windows 10 Deployment and support team member.

• Provide and ensure a high level of customer service and timely delivery of technical services and remote support.

• Remote client L2 support for all US remote users and home users.

• Build laptops, deploy, and update software for all users nationwide.