Support Analyst, Tech ABS - United States
17 hours ago
Job description
Description#LI-DNI
ResponsibilitiesAbout the Role
Resolve end-user issues escalated to Help Desk through phone, email, and ticket inquiries according to stated operating level objectives.
Essential Functions and Primary Duties
Focus on supporting top ranking associates within the firm
Responsible for the support of important individuals for Remote technology and Physical Hardware (Printers, Laptops / Desktops, General Peripherals).
Usage of common software for the company
Must think critically and solve problems independently when possible
Taking and fielding incidents / issues in a fast-paced environment via the phone and SSI's
Being in the correct AUX codes for the variety of tasks you will be performing.
Team approach – Awareness to volumes and being flexible to shift where the coverage is needed
Use Knowledge Base Articles and JonesLink to support our branches
Preferred Qualifications
Proficiency with Windows and MacOS
Proficiency with networking and networking concepts
Be able to use Knowledge Base Articles and JonesLink to support our branches
Proficiency with Office 365 software and terminology
Proficiency with mobile devices such as IOS and Androids
3-6 years of relevant industry experience required
Strong Time management abilities
Ability to work across teams to coordinate efforts on problem resolution
Maintain sensitive and confidential information as required by company policy
Minimum Qualifications Required
High School Diploma or GED required; Bachelor's degree preferred
Minimum of 3 years' experience directly related to technical support of information system technology, with at least 1 year in a leadership capacity (mentoring associates, project leadership, contact center leadership) preferred
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