Technology Support Analyst III

C1 Company Overview

C1: 1 Contact, 1 Connection, 1 Choice

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

Overview

Summary

The Technology Support Analyst III is responsible for Tier I and Tier II end users support to include answering calls and tickets from end users with technical questions, providing expert support and troubleshooting of hardware and software. The Technology Support Analyst III is also responsible for finding a resolution for end users in a professional, accurate and timely manner, or gathering all the required information to be escalated to the appropriate teams. The Technology Support Analyst III will work with the Imaging Specialist and perform physical inventory.

#LI-JM1

Responsibilities

Essential Functions

• Provides Tier III support, monitors, tests, and troubleshoots hardware and software pertaining to desktop computers

• Creates, tests and develops current Workstation images for both Windows and Apple based products

• Uses ticketing system to track incidents, service requests and escalates issues

• Supports all software applications used by end users

• Sets up end user hardware/software and user initialization

• Maintains data communications and connectivity for local, remotes office and virtual office users

• Performs Active Directory Moves/Adds/Changes

• Recommends and schedules workstation repairs and replacements

• Manages and maintains end user backup application, if applicable

• Manages and maintains end user anti-virus application, if applicable

• Provides strong customer service for internal IT teams as well as Business Partners

• Works closely with the Server and Networking teams

• Ensures successful deployment and upgrades of workstations

• Performs computer management and system administration activities

• Participates in Continuous Improvement initiatives to ensure process documentation remains relevant

• Performs all job functions in a positive, highly professional demeanor

• Installs new and/or rebuilds existing laptops and configures hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements

• Presents a professional image as a representative of ConvergeOne

• Works closely with Compliance group on Security measures as needed

• Continues to perform the daily functions of a service desk employee when applicable

Qualifications

Required Qualifications

• Must be able to work standing on feet for up to 4 hours per day

• Must be able to lift and carry 50 pounds

• 4 years' Service Desk/Help Desk experience working in a corporate environment

• Four years work experience in IT related role supporting in-house and/or remote users

• Minimum of 3 years support/engineering experience with the following products:

• Windows current version

• Enterprise Anti-Virus

• Enterprise Hard Drive Encryption

• SCCM

• Minimum of 4 years' experience with VMware

• Image creation

• Policy Management

• Excellent customer service and phone etiquette

• Excellent PC hardware and software troubleshooting skills

• Strong analytical , interpersonal, and relationship building skills

• Strong sense of urgency and commitment to get the job done

• Strong work ethic and personal drive to excel

• Exceptional organizational skills and attention to detail

• Knowledge of computer based information systems

• Ability to adapt to change quickly and multi-task

Desired/Preferred Qualifications

• Two-year degree or certification in IT or related field.

• Support / engineering experience with the following products:

• Blackberry Connect

• HP Connected Back-up

• Cloud Based Back-up

• SCCM

• Working knowledge of Networking protocols and firewall configuration

• Ability to communicate (orally and written) clearly and effectively

Additional Information

C1 BENEFITS* 401(k) Plan (35% match per dollar up to 10%)* Medical Coverage (3 plan options, no network - all providers are covered, includes comprehensive member advocacy; & Kaiser CA plan option)* HSA + Employer Contribution

• In-vitro Fertility (treatment coverage)* Dental

• Vision* FSA Plans

• Pre-tax Commuter Plans

• Employer-paid Life Insurance

• Employer-paid Short + Long Term Disability

• Paid Parental Leave (4 weeks at 100%)* Employee Assistance Plan

• Voluntary Life Insurance

• Legal/ID Theft Plans

• TeleHealth Options

• Omada Health (healthy living solution)* Travel Assistance

• Business Travel Accident Coverage

• Employer-paid Pet Telehealth

• Accident Insurance

• Critical Illness Insurance

• Hospital Indemnity Insurance

• Health Advocate

• Volunteer Time OffWork EnvironmentAbility to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.Physical EnvironmentPhysical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.Other Duties/ChangesThis job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.EEO StatementC1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htmNotice of E-Verify Participationhttps://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf Right to Workhttps://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf