Associate Technical Service Analyst

Essentials

18h

About The Position

Summary: The Associate Technical Service Analyst role is a highly motivated individual supporting our Learning and Development teams with new hire related support. This role serves as the primary point of contact for new users experiencing account and computer-related problems. The support analysts will resolve technical problems in a chat centric service desk environment and apply technical knowledge to resolve issues surrounding device setup, basic hardware configuration, network troubleshooting, and items related to multi-factor authentication. The qualified analyst displays strong customer service skills with a natural ability to fit into a dynamic culture, measured against service level agreements (SLA) within a managed service provider organization. Essential Job Duties and Responsibilities: Provide exemplary level of customer service. Serves as the first line of defense for the Service Desk team. Assist in the evaluation and improvement in New Hire Support Process. Experience working in an enterprise and fast paced environment. Perform troubleshooting on physical and virtual Windows 11 devices. Accept incoming support requests via MS Teams New Hire Support Chat Channel, acquire information from end user, create a Service Now incident ticket. Takes a proactive approach, confirms resolution with end user community. Serve as point of contact to our Learning and Development department to coordinate New Hire Support through CHAT interactions or phone (MS Teams | Talkdesk platform). Understands cloud technologies (Amazon Workspaces and Windows 365 Cloud PC) Understanding of Microsoft Intune Provisioning process for initial device setup. Evaluate new hire issues and offer perspective on common issues and recommended solutions. Understanding of 2 Factor Authentication (CISCO DUO preferred), virtual private networks. Ensure adherence to company guidelines and mandatory security training assignments. Maintains high level of technical skill in field of expertise (Azure, ServiceNow) Understanding of Office 365 suite of applications. Comply with all company policies and procedures. Maintain regular and punctual attendance. Other Job Duties and Responsibilities: Performs other related duties as assigned. Supervisory Responsibilities: This position is an individual contributor. Qualifications: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Experience with enterprise Systems Management tools such as Microsoft Endpoint Manager, MECM. Technical Certifications: A+, Net+ is a plus. Current hands-on experience in handling Chat based support activities. Excellent communication and interpersonal skills Excellent client service skills in a demanding, deadline-driven environment Knowledge of Microsoft operating systems, Microsoft/Dell hardware and desktop & Enterprise based software. Experience working with company applications, development policies, and procedures. Experience working with company software and hardware products. Ability to travel and work onsite, assist with desktop support if needed. Education and/or Experience: Bachelor's degree or equivalent combination of education and experience 0-1 years working experience in the IT field. Certificates, Licenses, Registrations: None Required Work Complexity: Problems and issues faced are routine and solutions clearly prescribed. Follows a well-established and familiar set of activities and/or processes to derive a solution. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Equal Employment Opportunity: The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Americans with Disabilities Act: Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law. Job Responsibilities: The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization. Essentials delivers cost-effective IT solutions so customers can focus on growing their business. Join this group of top-tier IT professionals dedicated to providing more for less—stabilized infrastructure, rock-solid networks, strengthened cybersecurity, modernized business operations, and crisis management and continuity.

Requirements

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Experience with enterprise Systems Management tools such as Microsoft Endpoint Manager, MECM.
Current hands-on experience in handling Chat based support activities.
Excellent communication and interpersonal skills
Excellent client service skills in a demanding, deadline-driven environment
Knowledge of Microsoft operating systems, Microsoft/Dell hardware and desktop & Enterprise based software.
Experience working with company applications, development policies, and procedures.
Experience working with company software and hardware products.
Ability to travel and work onsite, assist with desktop support if needed.
Bachelor's degree or equivalent combination of education and experience
0-1 years working experience in the IT field.

Nice To Haves

Technical Certifications: A+, Net+ is a plus.

Responsibilities

Provide exemplary level of customer service.
Serves as the first line of defense for the Service Desk team.
Assist in the evaluation and improvement in New Hire Support Process.
Experience working in an enterprise and fast paced environment.
Perform troubleshooting on physical and virtual Windows 11 devices.
Accept incoming support requests via MS Teams New Hire Support Chat Channel, acquire information from end user, create a Service Now incident ticket.
Takes a proactive approach, confirms resolution with end user community.
Serve as point of contact to our Learning and Development department to coordinate New Hire Support through CHAT interactions or phone (MS Teams | Talkdesk platform).
Understands cloud technologies (Amazon Workspaces and Windows 365 Cloud PC)
Understanding of Microsoft Intune Provisioning process for initial device setup.
Evaluate new hire issues and offer perspective on common issues and recommended solutions.
Understanding of 2 Factor Authentication (CISCO DUO preferred), virtual private networks.
Ensure adherence to company guidelines and mandatory security training assignments.
Maintains high level of technical skill in field of expertise (Azure, ServiceNow)
Understanding of Office 365 suite of applications.
Comply with all company policies and procedures.
Maintain regular and punctual attendance.
Performs other related duties as assigned.