Senior Technical Support Analyst - Mobile, United States - Optomi Professional Services

Description

Senior Technical Analyst (Mobile, AL)

Optomi, in partnership with one of our premier clients, is seeking a Senior Technical Analyst for their Mobile, AL Location. The right candidate will possess a strong knowledge of IT Support, Microsoft Applications, Tier 2 or Tier 3 troubleshooting for end user incidents, and good experience with O365.

Day-to-Day Responsibilities:

• Answer phone calls and take ownership of IT Support incidents.
• Provide 1st and 2nd tier troubleshooting for end user incidents.
• Log and manage end user incidents in the Service Management system.
• Escalate incidents requiring further troubleshooting or elevated privileges
• Maintain communication with end users regarding incidents
• Provide after hours on call support to end users during assigned periods
• Support all Microsoft applications (ex. Outlook, Word, Excel, etc.)
• Support all computers and peripherals, involving vendor support if needed
• Support Converged Devices.
• Support all applications covered in the Service Portfolio
• Assist with user creation, modification and termination.
• Follow all defined policies and procedures.
• Other duties as assigned.

Knowledge/Experience

• Bachelors degree in Information Technology, Computer Science or related field or a proven record of success.
• 5 years experience in the field of IT-support with emphasis on phone support.
• Proficient with Microsoft Office suite.
• Proficient with Windows OS, Control Panel, and Internet Explorer.
• Experience with remote troubleshooting of PCs.
• Experience with O365.
• Experience with Active Directory schema and hierarchy.
• Experience with local PC file and folder structures.
• Experience supporting converged devices.
• Proven knowledge of basic networking topology.
• Certification in A+, MCP, HDI, or ITIL

Skills and Attributes

• Ability to troubleshoot and solve difficult problems.
• Strong verbal and written communication skills, with the ability to work effectively across internal and external organizations.
• Ability to work flexible/extended hours.
• Ability to handle multiple tasks simultaneously
• Organize tasks effectively
• Ability to travel to branch offices
• Ability to lift/move items weighing up to 30 lbs.