Technical Support Analyst

REQUIREMENT DETAILS:
•    Computer hardware diagnostic, troubleshooting, configuration, and refresh.
•    Software installation and troubleshooting.
•    Voice and video network diagnostic and repair.
•    Mobile device configuration, training, and diagnosis.
•    Recovery testing to confirm availability of systems where outages have occurred.
•    Manage basic ticket workflows including but not limited to:
•    Escalating unresolved issues in a timely manner.
•    Maintaining and tracking inventory of hardware in the appropriate systems.
•    Documenting and tracking status of colleague inquiries, coordinating appropriate responses.
•    Proactively setting expectations with colleagues.
•    Following up to ensure colleague satisfaction.
•    Provide proactive support, maintenance, and innovation including but not limited to:
•    Implementing approved operating system enhancements.
•    Recommending system modifications to reduce colleague problems.
•    Interacting with other support groups to restore service and /or identify and correct colleague computing problems.
•    Identifying process improvement opportunities and supporting continuous improvement initiatives under the direction of your supervisor.

Skills and Experience Needed
Required:
•    Experience with Customer Service and Technical Support
•    Knowledge of the following:
o    Microsoft operating systems and Microsoft Office.
o    Apple hardware and operating systems.
o    Networking switches and data networks.
o    IP telecommunications systems.
o    Audio Visual systems.
o    Mobile device management.
Education: 
•    Bachelor's degree and/or equivalent work experience in the technology, hospitality, retail, or customer focused field highly regarded.
•    A+ certification or equivalent combination of education, training, and experience.