Technical Customer Support Associate Analyst - Ampcus Incorporated : Job Details

Technical Customer Support Associate AnalystDuties:Role Summary/Key Objectives:The mission of the Global Desktop Support (GDS) organization is to provide desktop support to our colleagues throughout the United States across both physical offices and a remote workforce while delivering the best possible experience to our colleagues. We are looking for a Technical Support Associate Analyst to join the Deskside Support Services (DSS) team. You will be responsible for ensuring an outstanding level of customer service and possess advanced technical knowledge. This position will install, configure, troubleshoot, and repair computer workstations while monitoring performance, diagnosing and resolving problems. You will provide accurate, timely and creative solutions to customer's computer and network problems while adhering to standard Technology practices and techniques.Specific areas of responsibility are:

• Technical Assistance & Innovation
• Provide basic colleague technical support including but not limited to:
• Computer hardware diagnostic, troubleshooting, configuration, and refresh.
• Software installation and troubleshooting.
• Voice and video network diagnostic and repair.
• Mobile device configuration, training, and diagnosis.
• Recovery testing to confirm availability of systems where outages have occurred.
• Manage basic ticket workflows including but not limited to:
• Escalating unresolved issues in a timely manner.
• Maintaining and tracking inventory of hardware in the appropriate systems.
• Documenting and tracking status of colleague inquiries, coordinating appropriate response.
• Proactively setting expectations with colleagues.
• Following up to ensure colleague satisfaction.
• Provide proactive support, maintenance, and innovation including but not limited to:
• Implementing approved operating system enhancements.
• Recommending system modifications to reduce colleague problems.
• Interacting with other support groups to restore service and /or identify and correct colleague computing problems.
• Identifying process improvement opportunities and supporting continuous improvement initiatives under direction of your supervisor.
• Perform other duties and responsibilities, as assigned.
• Customer service & leadership
• Delivers exceptional customer service.
• Alert's colleagues and team members when a major problem is suspected.

Skills:Qualifications:Strong knowledge of the following is preferred.

• Microsoft operating systems and Microsoft Office.
• Apple hardware and operating systems.
• Networking switches and data networks.
• IP telecommunications systems.
• Audio Visual Systems.

Capability to analyze problems and use sound judgement for determining solutions.1+ yr of recent helpdesk expereince.Ability to clearly communicate with customers and other IT staff.At least 1 Year PC/LAN technical or equivalent experience preferred.Aptitude for providing strong customer service through interactions and communications, verbally and written.A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.Willingness for continuing enhancement of technical skills through education/seminars and interaction with other IT disciplines.Comfortable with working outside of normal business hours to support activities, and/or support on-call rotation when necessary.Associate degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded.A+ certification PREFERRED or equivalent combination of education, training, and experience.Customet ServiceExcellent verbal and written communication skillsProblem solvingKnowledge of computer operating systems, hardware and softwareAttention to detailAbility to work well with othersTime managementFor more information please contact Rejo Varghese at (703) ###-#### or [email protected] 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing and Government sectors with local offices in Connecticut, Minnesota, Colorado, Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area. Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them. So at iTech Solutions, our personnel are all career IT professionals with a wide range of IT experience. We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects. Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position. iTech Solutions, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, age, protected veterans or individuals with disabilities.