IT Support Analyst, Specialist

Qualcomm • Santa Clara, CA

2d • $42 - $63

About The Position

Provides technical assistance to computer users. Answers questions or resolves computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Requirements

• High School Diploma or equivalent.
• 5+ years of experience in IT, Engineering Support, or related area.
• 3+ years of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

Nice To Haves

• Bachelor's degree in an IT-related field.
• 2+ years of leadership role in projects/programs.

Responsibilities

• Analyzes and prioritizes incoming requests.
• Follows and develops standard operating procedures.
• Follows procedures for incident escalation and notification to leadership.
• Identifies highly complex problems and escalates to senior staff for prioritization as needed.
• Facilitates the tracking and development of documentation by entering details of incidents, status of service requests, and resolutions.
• Identifies highly complex problems and escalates to senior staff for prioritization as needed.
• Facilitates the tracking and development of documentation by entering details of incidents, status of service requests, and resolutions.
• Leads the execution of disaster recovery and business continuity processes and events.
• Analyzes incident data and trends to help prioritize efforts to improve system availability and performance.
• Provides after hours on-call support.
• Provides first and second level support to resolve difficult, complex, and sensitive problems with products, applications, and devices, and provides assistance to others in resolving problems.
• Mentors other team members to disseminate knowledge about subject matter expertise and latest IT solutions.
• Facilitates the knowledge repository for all technical support.
• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new support.
• Serves as a technical lead on a feature or system, assigns work to a small project team, and works on more advanced tasks to complete a project.
• Helps team members to determine which work tasks are most important, manages distractions, and deals with setbacks in a timely manner.
• Meets with vendors to resolve service failures or issues.

Benefits

• We also offer a competitive annual discretionary bonus program and opportunity for annual RSU grants (employees on sales-incentive plans are not eligible for our annual bonus). In addition, our highly competitive benefits package is designed to support your success at work, at home, and at play.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED