Technical Support Analyst

Summary:
The Workstation Technical Support Analyst provides hardware and software support to our workstations (both physical and virtual), mobile wireless devices, voice & video equipment, end user solutions like Office 365, and Endpoint security tools.
Responsibilities:

• Consistently provide an exceptional, pleasant and courteous service to all End Users
• Provide 2nd level support for escalated workstation and mobile related issues and requests
• Provide day-to-day operational support for incidents and escalating when appropriate.
• Perform daily sweeps following defined procedures to ensure all conferencing equipment is functioning properly
• Effectively question end users to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues
• Interact with end users in person, via telephone, e-mail, IM/chat, and social tools, to provide Technical Support
• Prioritize incidents and complaints to ensure all SLOs are meet
• Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now
• Consult sr. technicians and utilize all technical resources to solve customer problems
• Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues

Skills:

• Ability to communicate effectively with wide variety of users, and technical teams
• Ability to support, and explain technical concepts to users at various levels of technical proficiency
• Effectively manage difficult or volatile situations
• Ability to effectively perform issue isolation and resolution in order to minimize downtime
• Ability to assess, analyze and research technical situations and provide viable alternatives
• Able to read and understand technical manuals, procedures, and OEM guides
• Ability to schedule and prioritize
• Ability to learn new technologies and procedures quickly

Experience:

• Strong experience in providing exception customer service
• Minimum of 6 months of relevant work experience or a Bachelor’s Degree
• Supporting and troubleshooting Windows 10, MS Office 365 suite, OSX (current release and prior release), IOS, Android
• Intermediate level Networking connectivity knowledge and troubleshooting

Compensation:
The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on a number of factors, including but not limited to, a candidate’s qualifications, skills, competencies, experience, location and end client requirements).
Benefits and Ancillaries:
Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.