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Technical Support Analyst

PHILADELPHIA, PA

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Description

Our client has an immediate need for a Technical Support Analyst to join their team for an immediate start date.  This is a 3 month contract position.

 

POSITION OVERVIEW

The Technical Support provides end-user support on PC and peripheral devices. The Analyst is a player on a team of 5 specialists supporting nearly 500 staff in their Philadelphia office. The key responsibility in this role will be to address incoming issues (in-person, electronically or received through incoming telephone calls) and implement solutions to help supplement the team's already high quality service level.

POSITION DUTIES

  • Troubleshoots questions and issues in a quick, courteous and professional manner.
  • Uses Service Now incident management system to log and track customer technical issues.
  • Debugs basic network-related and software glitches.
  • Assists in the research and development of technical support best practices that will help build a knowledge management repository to share across the organization.
  • Completes daily service desk tasks in a timely and efficient manner while using sound judgment and decision-making.

Job Requirements

REQUIREMENTS

  • A minimum of 1-3 years of help desk experience.
  • Thrives in a team environment fixing a variety of technical issues.
  • Strong communication skills across all levels of the organization.
  • Effectively sets and manages internal/external customer expectations.
  • Experience using an incident management workflow system, such as Remedy or Footprints would be beneficial, but is not required.
  • Experience with Service Now is highly beneficial, but not required.
  • Knowledge and familiarity using Microsoft office applications, especially Excel and PowerPoint. Experience with Pareto charts would be beneficial, but not required.
  • Experience troubleshooting AV equipment, fax/scanning functionality on printers would be beneficial, but is not required.
  • Experience supporting Adobe applications, OneNote, InContact, iPads, or Vonage would be beneficial, but not required.
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