KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES
Intermediate experience in direct End User Support (application, imaging, hardware, user connectivity)
Intermediate skills in general MS Office application troubleshooting
Intermediate level experience in installation, upgrades, and support of Windows desktops
Intermediate understanding of Desktop imaging techniques
Experience supporting users in an Active Directory Environment
Experience supporting End User Computing devices/BYOD/Cellular/Tablets
Experience supporting remote users
General understanding of Networking and Firewall Fundamentals
Ability and Willingness to follow structured methodologies
Ability to work in a fast-paced team oriented atmosphere
Basic understanding of telecom fundamentals such as: LEC relationships, POTS, Circuit speeds and capacities, T1,MPLS, HSIA, DNIS, SIP, Various transport technologies and VOIP
Ability to utilize various online tools and portals to troubleshoot problems
Basic level experience in Hosted, Legacy and IP PBX systems
Basic knowledge of Adtran switches and router configurations
Basic knowledge of Call Routing fundamentals in TDM and IP space
Expectation of intermediate level of Excel proficiency.
Ability to work with minimal supervision
Ability to organize multiple priorities to ensure that daily operations are performed at peak efficiency
ENVIRONMENTAL JOB REQUIREMENTS
BS in Computer Science or related field
Technical (A+, MCSA, MCSE, CCNA) and project coordination certifications.
ITILv3 or later certification
POSITION PURPOSE AND SUMMARY
The primary purpose of this role is to provide first level and/or basic second level support to resolve service incidents/requests in a timely manner according to SLA and perform tracking by entering details of incidents/requests, status updates, and resolutions into the company ticket system. This role will be responsible for multiple in-sourced and out-sourced services including but not limited to desktops, laptops, phones, Wi-Fi, TV, Telecom services and conferencing equipment. The Support Analyst will be required to interact with third party hardware/software and key support vendors. To be successful in this role, a candidate must have excellent problem solving skills in order to diagnose, isolate, evaluate and resolve complex problem situations, or when necessary, escalate or route them to the appropriate group.
MAJOR / KEY JOB DUTIES
Manage daily ticket queue to our internal SLAs during regular business hours and during the rotating oncall hours
In-depth troubleshooting of service interruptions and escalation to support partners as required
Coordinate with key vendor partners for monitoring and ticket resolution
Assist in the creation and review of detailed documentation and tracking for supported technologies.
Basic Desktop and Telecommunications Support
Troubleshoot LAN/WAN network connectivity issues
Support ACCESS control and grant access rights to enterprise applications
User administration and support
Desktop and Server Application Support
Recommend solutions for continuous improvement in Telecommunications and Technology Support
Provide superb customer service both written and spoken, to technical and non-technical customers.
The duties of this position are not all inclusive, but do indicate the "hands on" responsibility of the position. Other responsibilities may be assigned as necessary to support the business environment.
Work with the other IT team members on incident resolutions
Follow established processes for procurement of ESA assets/services
Follow established practices for the rotating oncall responsibility
Extended Stay America