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Tech Support Analyst
Pay Rate: $24.00/HR W2 (Increase to $30/hour upon hire)
Hours: Full time, M-F, 8am-5pm
Location: Tempe, AZ 85282
Duration: Contract-to-Hire
Description:
- Image, reimage, troubleshooting, diagnostics, customer satisfaction, updating case notes, updating customer, responding to emails, calls, texts, IMs, walk ups
- 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 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 fulfillment 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.
- Remote client L2 support for all US remote users and home users.
- Build laptops, deploy, and update software for all users nationwide.
Skills:
- 3+ years of imaging PCs
- Ticket/incident management
- Active Directory administration
- Windows 10 deployments
- Hardware support/troubleshooting
- Outstanding customer service
- Laptop builds
