Technical Support Analyst - 6-Month Contract

• Technical triage and troubleshooting of phone calls, chat, email, in person and self-service requests that are directed to the Help Desk
• Basic understanding of hardware and network connectivity and services up to and including VPN and VMware
• Basic understanding Apple iOS and Android Operating system and mobile device support
• Provides technical assistance to resolve issues related to computer hardware and software, including printing and Windows / Mac operating systems
• Basic knowledge of NTFS, File/Folder permissions and privileged access
• Basic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and Server hardware
• Assists with PC and peripheral setups through online chat, phone call, email support and at the customer walkup Service Desk
• Must have good customer service and teamwork skills, a positive attitude, good judgment, technical and analytical aptitude

Requirements

• 1+ years' experience on a technical Service Desk

• 2+ years in a customer service role
• Minimum of 6 months experience using MS Office and Windows 7/10 on a Service Desk
• Working knowledge of computer diagnostic utilities
• The ability to resolve at least 75% of issues on first call
• The willingness and ability to handle at least 50 contacts per day
• Strong communication skills, both written and verbal
• Ability to prioritize multiple tasks, anticipate situations, and take quick action

Benefits

• Custom Training & Development Programs
• Competitive Paid Time Off Benefits
• Competitive Salary
• Healthcare Plan (Medical, Dental & Vision)
• 401(k) with Employer Match
• Life Insurance (Basic, Voluntary & AD&D)
• Short Term & Long Term Disability

Equal Employment Opportunity:

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.