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IT Support Analyst
Ref No.: 18-13394
Location: San Diego, California
IT group is looking for a contractor who will work in a Service Desk environment. The primary responsibilities of this role are as follows: Supporting employees via phone, chat and / or e-mail. Utilizing the current CRM and knowledge management software in accordance with standardized procedures to ensure accurate solutions and superior service. This will require advanced proficiency in the areas of troubleshooting computers, network issues and customer service. This position assumes and performs other duties as assigned. We are an EEO business. All employees are expected to actively support diversity on their teams, and in the Company.
Minimum Qualifications:
A minimum of three year experience in an IT Support, or IT Analyst, role including: Experience with Windows based OS's, UNIX, MAC, Linux or Android. Ability to troubleshoot driver, folder and file issues. Serving as first point-of-contact for employees on technical issues. Providing a high level of service via Phone, Chat or email. Strive for First Contact Resolution on all technical matters. Coordinating with partner teams to provide a satisfactory resolution when an escalation is necessary. Promoting and maintain high-quality technical support standards within the IT Service Desk. Proven history of practical experience in the computing industry and corporate service-desk environment. Must have a working knowledge of call center phone systems, CRM, KB and Active Directory.
Preferred Qualifications:
To perform this job successfully, an individual should be able to perform each essential duty at an advanced level. The requirements listed below are representative of the knowledge, skill, and/or ability that are preferred: Good verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence. Experience troubleshooting customer installation issues of the company Software on supported Microsoft Windows operating systems due to windows configuration issues. ITIL Foundations V.3 and Help Desk Institute Certifications a plus. Understanding of iPhone and Android environment and the phone settings that may affect the behavior of an application.
Education:
Required: Bachelor's, Business Administration Bachelor's degree (B.A. or B.S.) from four-year college or university preferred; Technical Support or Customer Service related experience and/or training preferred; or equivalent combination of education and experience.