ICDS Analyst I

Asurion•Nashville, TN

35d•Hybrid

About The Position

End User Support Analysts provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.

Requirements

1-2 years of PC hardware/software technical support experience minimum
2 years of networking, voice/data cabling, telecom and Audio/Visual experience minimum
2 years of experience supporting mobile devices
Excellent customer experience, communication and collaboration skills
Strong detail orientation and organizational skills
Ability to lift IT equipment, up to 50lbs, including desktops, printers, server racks, blades and UPS
Works well in high pressure situations and with multiple task assignments
High school Diploma or equivalent work experience

Nice To Haves

1-2 years of advanced software support experience (examples: Microsoft, Apple, Oracle, Putty, etc.)
1-2 years Networking, Server and Telecom support experience
Technical Certification (examples: CompTIA, CCNA, Microsoft, etc.)
Associates degree a plus

Responsibilities

Efficiently categorize, prioritize and diagnose incidents and service requests received via ticketing system
Prioritizes own workflow to meet deadlines as assigned by the leadership team
Provides technical assistance to end-users and/or guidance to acquire resolution within established SLAs
Efficiently images, installs, tests and maintains desktops, laptops, thin-client terminals, peripherals, printers and multiple desktop applications
Proactively contact end users with follow-up telephone calls, IM or Email messaging or direct personal interaction
Establishes a proficiency in the applications, system interface, tools, and processes within the department's scope
Develops proficiency in the business support processes that drive the applications within the department’s scope
Participates in small and large scale PC-related projects
Coordinates and performs PC equipment moves as requested by Facilities management
Collaborates with Asset Processing team to manage hardware and software inventory
Creates, maintains , and adheres to required departmental SOPs as assigned by the leadership team
Assists Service Desk Analysts with technical service request escalations
Provides hands-on support for Engineering and System Admin teams, as requested
Participates in on-call support rotation, including additional night and/or weekend hours
Available to travel, as requested