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IT Support Analyst - San Diego, United States - Spectraforce Technologies
Description
Position:
IT Support Analyst
Location:
San Diego, CA
Duration: 6 Months with possible extension
Job Description:
Provide 24 hour IT support services to Qualcomm employees in all domestic and international locations. IT Support Analyst, Associates are expected to consistently perform at current group metrics set by management. Provides technical assistance to computer users. Answers questions or resolves computer problems for clients via telephone or chat.
May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Top 5 Required Skills:
Customer Service - The ability to effectively identify and address key customer needs. This includes leading others to maintain focus on customers and seeking information to uncover a true client need.
Documentation - The ability to document solutions to basic IT issues by using standard policies and procedures.
Collaoration - Fosters working together by establishing, communicating, and reinforcing shared values, norms, and objectives.
IT Knowledge - Basic understanding of IT-related content knowledge to carry out work tasks.
Troubleshooting - The ability to resolve end-user hardware, software and networking issues by implementing a progressive troubleshooting methodology.
Technologies:
Microsoft Products - Windows, Office (Outlook, MS Teams)*Basic Networking - Basic understanding for how networks work. (Home routers, wireless access points, network topology)
Responsibilities:
Provide first level support to resolve problems with products, applications, and devices through incoming incoming phone calls, Chats, and EmailsUtilize current problem management and knowledge management software in accordance with standard operating procedures to track all inbound calls, incidents, and service requestsActively listen to end user requests, confirm an understanding of the issue, diagnose the problem, provide an accurate and well thought out solutionSupports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.
Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).Seeks out learning opportunities and feedback to increase own knowledge and skill using internal training resources.
Provide feedback regarding knowledge base articles and proceduresAssociate needs to be aware of Call, Chat, and Email queues, as well as work related email and the overall status of the department.
Utilize mail lists and group chats to keep informed of outages, issues and policy changes.Note:
The Company is committed to complying with the California Consumer Privacy Act ("CCPA") effective January 1, 2020; and all data privacy and laws in the jurisdictions in which it recruits and hires employees.
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