Connectivity Services Analyst I
About The Position
As a Connectivity Services Analyst I, you will provide expert-level technical assistance to network and hardware teams, supporting timely repairs, proactive dispatch, and customer satisfaction. You will collaborate with clients and internal teams to maintain performance standards and operational efficiency. The position includes remote and on-site troubleshooting of printer and copier connectivity, configuration, and installation issues; onsite support for hardware technicians; service-call dispatch and ticket management; client coordination; documentation; and training. You will also contribute to technical documentation, workflow improvement, team meetings, and service performance reporting.
Requirements
- Minimum of 2 years of experience as a network technician or in a related technical role.
- Active Xerox Analyst, Canon Analyst, and Toshiba Analyst certifications.
- Strong networking knowledge and independent problem-solving skills.
- Demonstrated customer service and troubleshooting skills.
- Exceptional communication and documentation skills.
- Proficiency with ticketing systems such as ConnectWise and Microsoft Office.
- Ability to lift and transport up to 50 pounds and work in confined spaces.
- Valid driver’s license and reliable transportation.
Nice To Haves
- Associate degree in electronics, IT, or a related field; equivalent experience is considered.
- CompTIA A+ certification.
- CompTIA Network+ certification.
Responsibilities
- Respond to and resolve printer and copier connectivity, configuration, and installation issues remotely and on-site.
- Support hardware technicians on-site during client installations and troubleshooting.
- Create, escalate, route, and prioritize service calls through ticket and call dispatch functions.
- Communicate clearly and provide status updates to team members, sales, management, and clients.
- Document service details, including ticket closures, parts usage, networking details, and client interactions.
- Develop and deliver group and individual training aligned with best practices.
- Assist in creating and maintaining technical documentation, service manuals, and standard operating procedures.
- Support continuous improvement initiatives to enhance workflow efficiency and team effectiveness.
- Maintain current Xerox, Canon, and Toshiba certifications and lead training on ticketing tools such as ConnectWise.
- Coordinate installations and validate network configurations with clients before job assignments.
- Monitor incoming helpdesk tickets and ensure timely responses and resolution tracking.
- Facilitate team meetings and provide monthly performance data to support bonus assessments.
- Perform other responsibilities as needed to support service delivery.
Benefits
- Group health insurance, including PPO and high-deductible health plan options, available after a 30-day waiting period to eligible full-time employees and their dependents.
- Dental and vision insurance.
- Voluntary worksite benefits, including critical illness and accident coverage, short-term disability, supplemental life, and pet insurance.
- Employer-provided $25,000 life insurance and AD&D coverage for eligible full-time employees after a 30-day waiting period.
- Employer-paid long-term disability insurance.
- Employee assistance program with emotional, legal, and financial resources.
- 401(k) plan with employer matching, available after 120 days of service.
- Financial advisory services at no cost to employees.
- Paid time off for eligible full-time regular employees after a 90-day waiting period.
- Paid parental leave for eligible full-time regular employees after 24 months of employment; unpaid leave is available for employees with less than 24 months of service.
- Free access to an on-site fitness center at the Tinley Park headquarters.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
