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Form of workJob Title
Technical Support AnalystJob Description
For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.
The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.
** Please note: This is an onsite position in Fort Lauderdale, FL **
The Technology Support Analyst provides high quality and timely site based Personal Computing Technology, Technical Support on a variety of technical problems and issues. Persons in this job function proactively and reactively research, troubleshoot, install and resolve technical problems in a timely manner. The position requires an experienced and motivated individual with the ability to utilize their talents, skills, and abilities in a coordinated and consistent team effort.
Key Job Responsibilities:
- Monitor and update the internal ticketing system for assigned tickets and assigned locations and/or projects. Assist the Technology Support Lead in performing report analysis and discussions to address ticketing performance issues and assignments.
- Install, upgrade and configure workstations to fulfill requests for hardware and software for new and existing users.
- Manage the breakdown, relocation and set-up of workstations to accommodate user relocations, site relocation, site remodels and new location installations as assigned by supervisor.
- Disseminate technical knowledge via ticketing system, conferences and written documentation to colleagues. Assist the Technology Lead in team meeting discussions and training sessions.
- Fulfill project-related tasks as assigned by supervisor. The Analyst will be assigned to co-lead projects to gain skills and knowledge with regard to project management.
- Manage time efficiently to ensure SLAs are met
- Follow the Emergency Non-Business Hours policy which may require Emergency site visits to locations after regular business hours.
- Must be willing and able to alter shift schedule as user support demands change or technical projects require. This may require evening or night shift work for various lengths of time.
- All Technical Support Technicians will take an on-call shift in a rotation, as required.
- Promote and adhere to departmental and organizational information security policies, standards and procedures.
- Perform other related duties incidental to the work described herein.
MEASUREMENT FOR SUCCESS:
- The Technology Support Analyst will ensure that all assigned support problems and issues are addressed and resolved in accordance with established service levels and to the satisfaction of the customers. The following are more specific metrics and benchmarks which the Technology Support Analyst is expected to maintain and improve:
- Ensure project timelines and deadlines are met related to moves, hardware/software rollouts, and equipment provisioning
- Ensure customer relationships and service expectations are met
- Documentation for process or procedures relating to Technical Support
- Ensure technical coverage for daily or project related tasks
- Review trouble tickets and ensure proper closure
Minimum Qualifications:
- Associate's Degree (A.A.) with a focus on Information Technology
- 3+ years of related experience
- 4 + years of desk-side Technical Support experience. Three or more years technical experience building and maintaining HP and Dell work station hardware, peripherals, HP printers and Windows Operating Systems.
- MCP or MCSE certification
- Windows OS (Desktop and server) - MAC a plus.
- Must have a thorough understanding of computers and troubleshooting techniques - quick learner and self-study. System: Symantec Ghost Imaging, LANdesk, SEP Anit-virus software suite, Active Directory, Group Policy, Windows Scripting, Server 2003/2008, Faronics Deep Freeze, Permissions and Security, WSUS, DHCP
- Proven experience with on-site troubleshooting of work station hardware, software, server and networking issues.
- Ability to install and configure equipment up to 50 lbs independently and up to 175 lbs with assistance of one or more engineers
- Strong customer service skills. Proficient in both written and oral communications
- Proven ability to work under stress and meet deadlines
- Proven attention to detail and organizational skills
- Organized, self-directed, customer-service mentality
We offer a competitive benefits package including:
Remote work providing flexible work/life balance
Comprehensive Retirement Package including 401K company match and two pension programs
Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
Competitive health benefits and new hire eligibility starts day-1 of employment
Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities
And so much more!
#LI-NJ1
#LI-Remote
Remote work providing flexible work/life balance
Comprehensive Retirement Package including 401K company match and two pension programs
Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
Competitive health benefits and new hire eligibility starts day-1 of employment
Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities
And so much more!
#LI-NJ1
#LI-Remote
This position is a Salary Grade A
Location
Fort Lauderdale, FL, USAAdditional Locations
Employee Type
EmployeeJob Functional Area
Technical Support/Customer ServiceBusiness Unit
00091 Kaplan Higher EDKaplan is an Equal Opportunity Employer. All positions with Kaplan are paid at least $15 per hour or$31,200 per year for full-time positions. Compensation for specific positions are based on job level, skills, years of experience, and education, among other factors. Additionally, certain positions are bonus or commission eligible. Information regarding benefits can be found
here
.Diversity & Inclusion Statement:
Diversity inspires innovation and growth in the Kaplan community. Kaplan strives to be a model employer for inclusiveness. Not only does Kaplan value its employees for their professionalism and skills, but also for the unique viewpoints they bring to the Organization. Kaplan's employees bring diverse perspectives, ideas, and backgrounds that give Kaplan a competitive edge in anticipating and exceeding our students' needs in today's global market. Learn more about our
culture
.
