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    Technical Support Analyst - Phoenix, United States - American Cybersystems

    American Cybersystems
    American Cybersystems Phoenix, United States

    2 weeks ago

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    Description


    This job was posted by : For more information, please see: Innova\'s direct client is seeking a Technical Support Analyst.

    This is a long-term contract with potential for extension/FTE. 100% REMOTE but MUST BE in Arizona. Training will be Mon-Fri 8am-5pm; then the schedule will be 4-10-hour day shifts either Sun-Wed or Wed-Sun.


    You will deliver technical support within a ticketing system environment, specializing in medium to high-volume support call centers, with a strong emphasis on prioritizing quality over quantity.

    Demonstrates competency or expertise in analyzing and troubleshooting computer systems, software products, and services, focusing primarily on end users working at hotels.

    Maintains and enhances information technology service efficiency and user satisfaction by addressing inquiries and resolving routine to complex problems.


    Responsibilities:
    Offers technical support with a solid general understanding of computer systems, software products, and services.
    Supports business operations through reliable delivery of high-performance applications and technical services, emphasizing quality over quantity
    Resolves or routes operational issues, including installations, setups, error messages, online transactions, system status, and downtime procedures via a support ticketing system
    Prioritizes user satisfaction by promptly diagnosing and resolving issues based on established resources and guidelines
    Recognizes, research, isolates, and resolves complex problems; escalates to higher level support as needed or directed
    Collaborates with infrastructure service teams, software systems engineers, and applications development teams to identify and resolve problems reported by end users, ensuring accurate communication of details or findings to support or development teams
    Maintains accurate documentation of issues and activities within daily communication channels and ticket journal or task notes
    Ensures smooth shift transitions and accountability for the provided services by attending and participating in shift turnover meetings as required
    Upholds industry and company confidentiality standards when handling business-sensitive information in all interactions


    Qualifications:
    Minimum 12 to 18 months of specialized experience in ticketing systems, medium to high-volume support call centers, with a focus on delivering end user support
    Proven track record in customer service
    High School degree or equivalent certification
    College-level coursework in Computer Science, Data Processing, or a related field or equivalent experience
    Basic proficiency in Microsoft Office Suite.
    Potential for intermediate proficiency in specific applications.

    Technical skills in areas such as Networks transmitting Voice/Data/Fax, LAN/WAN communications, TCP/IP or VSAT; SCAT, LYNX, Peoplesoft, CPM, Goldmine; A+, Net+.

    Familiarity with telecommunications, PC, mainframe, or other information systems equipment.


    Qualified candidates should APPLY NOW for immediate consideration Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.


    PAY RANGE AND BENEFITS:
    The targeted hourly

    rate

    is \$

    22

    /hour.

    *Pay range offered to a successful candidate will be based on several factors, including the candidate\'s education, work experience, work location, specific job duties, certifications, etc.

    Benefits:

    Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).


    ABOUT INNOVA SOLUTIONS:

    Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching \$3 Billion.

    Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.


    Recent Recognitions:
    One of Largest IT Consulting Staffing firms in the USA - Recognized as #4 by Staffing Industry Analysts (SIA 2022)
    ClearlyRated Client Diamond Award Winner (2020)
    One of the Largest Certified MBE Companies in the NMSDC Network (2022)
    Advanced Tier Services partner with AWS and Gold with MS


    Website:
    Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, col
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