IT Support Analyst Tier I

Automotive Warranty Network•Greenwood Village, CO

1d•$60,000 - $65,000•Onsite

About The Position

Automotive Warranty Network, Inc, is the largest auto warranty claims management company. We offer the very best in warranty processing services, warranty training and warranty auditing for over 1500 very satisfied clients and have for over 35 years in the industry. This full-time position is a great opportunity for any experienced IT Support Analyst with the potential for growth and to be part of a rapidly expanding company! We offer a benefits package with competitive pay to qualified individuals. SUMMARY OF POSITION: Work with our customers and effectively resolve issues through phone, email, and chat. Maintain comprehensive knowledge to diagnose software, Windows, Word, Excel, Adobe, and printer issues. Provide support & guidance to AWN employees, salespeople, warranty administrators, and service professionals across our customer base. Communicate thoughtful, customized solutions that help customers move forward and grow their business. Show composure, resilience, and flexibility as customer needs evolve and case volume changes.

Requirements

College diploma or accredited degree in the field of computer science, Microsoft Fundamentals Certification, Networking Certification and/or 3 years equivalent work experience.
Excellent technical knowledge of PC and printer hardware.
Hands-on hardware troubleshooting experience.
Equipment support experience with desktop software.
Conduct research into PC issues and products as required.
Troubleshot and understand VPN technologies.
Knowledge of HyperV and/or VMWare.
Effective interpersonal skills and relationship-building skills.
Problem-solving and analytical abilities.
Effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Strong customer-service skills.
Ability to work in a fast-paced environment where changes to procedures are common
Strong written and oral communication skills.
Ability to present ideas.
Attention to detail.
Understanding of the organization’s goals and objectives.
Self-motivated.

Nice To Haves

Troubleshooting: 3 years (Preferred)
Windows: 3 years (Preferred)

Responsibilities

Work with end users to identify and deliver required PC service levels.
Help support multiple locations, using remote management software.
Provide training and support to, end users and staff on computer operation and other issues.
Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices.
Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
Perform on-site and remote analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions.
Receive and respond to incoming calls, Help Desk Tickets, and/or e-mails regarding PC and/or hardware problems.
Support development and implementation of new computer projects and new hardware installations.
If necessary, communicate with third-party support and PC equipment vendors.