Technical Support Analyst Jobs

Technical Support Analyst

Exciting opportunity for a sharp Tier I Technical Support Analyst / Help Desk Analyst to join a dynamic organization where you can make an impact.

RESPONSIBILITIES:

• Validate with internal customers that the Incident or Service Request has been resolved and update the ITSM ticketing system
• Approximately 60% is in-person support, and 40% is phone support
• Triage Level II and Level III Incident and Service Request tickets
• Adhere to and execute IT Security Policies, Processes, and Procedures
• Write and update knowledge-base articles
• Obtain a strong knowledge of IT Security Policies, Processes, and Procedures
• Ability to complete multiple simultaneous projects and support tasks promptly
• Perform other duties or special projects as assigned
• Interface effectively with IT infrastructure, security, applications management, database, and governance personnel
• Actively contribute to IT's Continual Service Improvement efforts
• Resolve Level l Incident and Service Request tickets
• Troubleshoot and resolve Incident tickets related to technical difficulties with hardware, software, and the network

This is a contract-to-hire position (we will convert between 3 and 6 months). You will mainly support our locations in the greater Salt Lake City area. However, you will provide support to our other sites in Utah as needed. Sometimes there is project work where you may have to travel to another state to assist with the project. You must be able to work flexible hours as needed and be on call or work some weekends. Excellent opportunity to make an impact and take your career to the next level.

REQUIRED SKILLS:

• Software and hardware support
• Must own a reliable vehicle
• Excellent customer service skills
• Windows support
• Strong deskside support experience
• Must be able to transport IT equipment between offices
• Consultative personality
• Excellent communication skills
• MS Office support
• 3+ years of technical support experience
• Able to image/configure an out-of-the-box PC
• Must have a valid driver’s license and a clean driving record
• Able to re-image PCs and install approved apps and systems access
• Strong working knowledge of email spam filtering tools
• Network support and troubleshooting
• Ability to to work flexible hours as needed and be on call or work some weekends
• Active Directory
• Strong documentation skills
• Ability to pass a complete background check and drug test
• Able to validate that a PC is fully encrypted

• Cisco UCM Cloud
• PREFERRED SKILLS:

Must be authorized to work in the U.S./Sponsorships are not available