IT Operations Support Analyst Tier 1

Cellular Sales Verizon Authorized Retailer•Knoxville, TN

40d•Remote

About The Position

The Operations Support Analyst I acts as a customer advocate, triaging, and resolving issues and escalating support issues to appropriate personnel. Provides primary support to internal end users related to hardware, software and administrative issues. Works closely with Operations Support Analyst II and Staff Analyst on troubleshooting complicated support issues and technical development.

Requirements

High School diploma or equivalent experience required.
1-year minimum verifiable technology support.

Nice To Haves

AS degree in technical field.
Industry N+ / A+ / S+ certifications.
Experience with Microsoft and IOS operating systems.
Experience with Active Directory.
Basic knowledge of Networking.

Responsibilities

Responsible for handling user requests that come in via phone and IT service management system with white-glove customer service experience.
Answers, evaluates, and prioritizes service requests received via multiple service channels which can include ticketing systems, phones, and chat for users’ various needs.
Act as customer advocate, researching, troubleshooting and pushing for thorough resolution of issues in a timely manner.
Responsible for communicating plans, progress, and issues in a timely manner to appropriate personnel, including follow-up to end users.
Responsible for recording issues using standard ticketing system and maintain historical records for related problem documentation.
Troubleshoot and support proprietary software programs as well as third party software and applications.
Troubleshoot hardware in a retail or business environment which can include but not limited to desktops, laptops, tablets, payment terminals, and store technology.
Supports VIP level requests with elevated customer service.
Available to travel to headquarters and retail locations periodically for training or special projects.
Responsible for adhering to company documented processes and reporting discrepancies to appropriate personnel.