Tech Support Analyst

Tech Support Analyst

Pay Rate:  $24.00/HR W2 (Increase to $30/hour upon hire)

Hours:  Full time, M-F, 8am-5pm

Location:  San Ramon, CA 94583

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