Address
Form of workJob Description: Top 3-5 Required Skills (These are not preferred skills. If the candidate does not have these require skills, they will be rejected completely)
1. Analytical skills- The ability to collect information and identify fundamental patterns/trends in simple to moderately complex data. This includes the ability to gather, integrate, and interpret information from several sources.
2. Documentation- The ability to document solutions to basic IT issues by using standard policies and procedures.
3. Focusing on the Customer- The ability to effectively identify and address key customer needs. This includes leading others to maintain focus on customers and seeking information to uncover a true client need.
General Summary
Provide 24 hour IT support services to Qualcomm employees in all domestic and international locations. IT Support Analyst, Associates are expected to consistently perform at current group metrics set by management. Provides technical assistance to computer users. Answers questions or resolves computer problems for clients via telephone or chat. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Principal Duties & Responsibilities
Provide first level support to resolve problems with products, applications, and devices through incoming incoming phone calls, Chats, and Emails
Utilize current problem management and knowledge management software in accordance with standard operating procedures to track all inbound calls, incidents, and service requests
Actively listen to end user requests, confirm an understanding of the issue, diagnose the problem, provide an accurate and well thought out solution
Supports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.
Collaborate with peers, leads, and various escalation groups to troubleshoot and resolve customer issues. Contacts are primarily within immediate work group.
Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
Seeks out learning opportunities and feedback to increase own knowledge and skill using internal training resources.
Provide feedback regarding knowledge base articles and procedures
Associate needs to be aware of Call, Chat, and Email queues, as well as work related email and the overall status of the department. Utilize mail lists and group chats to keep informed of outages, issues and policy changes
IT Core Competencies
Accountability - Hold ones self and others accountable for measurable quality, timely and cost-effective results, and accepts responsibility for impacts to the business and changes to business processes.
Adaptability - Adjusting own behaviors to work efficiently and effectively in light of new information, changing situations and/or different environments.
Collaboration - Fosters working together by establishing, communicating, and reinforcing shared values, norms, and objectives.
Communication - The ability to effectively exchange information with stakeholders in addition to the ability to accurately hear and understand the partially expressed thoughts, feelings, and concerns of others.
Financial Acumen - Ability to understand in-depth financial information that can be used to make meaningful insights to drive business growth in a safe and transparent environment.
Influence - The ability to accomplish goals through others.
People Development - Models and creates an environment that promotes career development.
Strategic Focus - Applies a comprehensive approach using business acumen and industry research to solve systematic complexities that promote growth.
Additional Competencies (All competencies below are required upon entry)
Analytical skills- The ability to collect information and identify fundamental patterns/trends in simple to moderately complex data. This includes the ability to gather, integrate, and interpret information from several sources.
Decision Making- The ability to make quick, accurate decisions. This includes the ability to weigh alternatives and take into account the impact of the decisions on people, equipment, or other resources.
Documentation- The ability to document solutions to basic IT issues by using standard policies and procedures.
Escalation Management -Knowledge of the procedures for incident escalation. This includes understanding when to escalate as required in a timely manner.
Focusing on the Customer- The ability to effectively identify and address key customer needs. This includes leading others to maintain focus on customers and seeking information to uncover a true client need.
IT Knowledge -Basic understanding of IT-related content knowledge to carry out work tasks.
IT Support -The ability to receive various computer related requests from end-users and operate the basic features of IT support software and tools to effectively provide IT services. This also includes the ability to respond with urgency to requests.
Troubleshooting- The ability to resolve end-user hardware, software and networking issues by implementing a progressive troubleshooting methodology.
Minimum Qualifications
High School Diploma or equivalent.
Preferred Qualifications
Bachelor's degree in IT-relevant field.
6+ months experience in IT- related area.
6+ months experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
Physical Requirements : None
Comments for Suppliers: 2 interviews (phone and on-site/virtual)
Hybrid
Shift: Hour/Days of Work M-F. Will start as 8-5, but could get switched later down the line to 9-6 or 10-7
possibility of conversion if business need requires it
