- Bachelor's Degree or equivalent work experience in a related field required
- IT certifications or equivalent work experience preferred.
- 3+ years' experience supporting desktop and application technologies required such as Dell desktops/laptops, Lenovo laptops, HP Printers, Datamax printers and handheld scanners
- 2+ years' experience supporting the following applications and technologies preferred:
- Remote control tools – Bomgar preferred
- Strong working knowledge of the Windows OS and Desktop productivity tools such as MS Office required
- Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required
- Must be self-motivated and able to work independently, with minimal supervision and as part of a team
- Detail oriented with excellent interpersonal communication skills
- Excellent customer service skills
- Gather the customer's information and determines the customer's issue by analyzing the symptoms and figuring out the underlying problem
- Determine severity of problem and ensures response time is minimal through triage process
- Provide practical solutions to a wide-range of applications/technology problems/issues
- Identify opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures
- Identify, troubleshoot, research and resolve basic technical problems
- Uses Knowledge Base to identify problems and possible solutions
- Document and disseminate identification and resolution of problems to avoid future redundant work efforts
- Contribute to the Knowledge Base and communicates across the team
- Provide service to internal and external customers to satisfy their needs and expectations
- Listens to concerns and resolves reported issues effectively and promptly
- Committed to continuous improvement
- Ensure and comply with customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system
- Anticipate customer's needs and moves to effectively address issues
- Establish relationships with customers providing education/training as appropriate
- Delivers high quality solutions that meet the organization's needs
- Pursues training and development opportunities; Strives to continuously build knowledge and skills
- Assist personnel in other RTS departments to resolve technical and/or application issues
- Train newly assigned staff
- Act as back-up to the Field Operations team as needed
- Other duties as requested
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IT Support Analyst II - Scottsdale, United States - Amtex Enterprises
Description
Job Title:
IT Support Analyst
II
EMPLOYMENT TYPE:
contract to hire.
Rate:
$35 on W2/hour – please target candidates within $53,000-$72,000 annual base salary range at conversion.
Location:
Scottsdale, AZ & Cypress CA Hybrid work schedule (3-4 days in the office) exact schedule will be determined after the initial training period.
Candidate should anticipate 100% on-site for onboarding & training phase, 5-7 weeks.Visa:
USC, GC
Instructions:
The key skillsets to focus on:
o Citrix
o Active Directry
o TCPIP, DNS, DHCP, WINS
o VPN client cnfiguration
o Micrsoft Exchange/Outlook:
Creating rules
o Micrsoft Excel:
understanding Macros and formulas
o Internet Explrer, Chrome, HTML, Win install, internet/intranet support issues
o Help Desk Incident Management Sftware
o SQL r Microsoft Access database
Technical Support – Provides technical support via telephone, email or online to end users on a variety of application and technical issues.
Customer Service – Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.
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