Technical Support Analyst

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Job description

Client is seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.

Duties and Responsibilities:

Onboarding and offboarding both new and separating employees

Supports and maintains user account information changes including system access rights, security, and system groups

Manages and monitors customer IT issues using helpdesk tools - Keystone Edge (KSE), Shared Email Inbox, and SharePoint.

Provides support over the phone, in person, and using remote control tools

Acts as a liaison to ensure the delivery of high-performance IT support services

Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, printers and copiers

Provides recommendations to management for the improvement of systems and processes

Provides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resource

Installs, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software(must be able to lift up to 50lbs)

Performs software installations manually and via automated deployment tools and command line scripting

Creates documentation of work processes and procedures, and creates job aids for internal staff

Required Skills:

Strong customer service skills with a "Customer First" attitude

Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint, OneDrive, Teams, and Microsoft Office 365

Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, tablets, and phones

Excellent research and investigative skills

Knowledge and experience in Active Directory, Group Policy (GPO), remote support tools, basic networking

Experience in working with help request tracking and reporting tools

Knowledge of IT concepts and trends and new technologies

Ability to troubleshoot hardware and software issues, and communicate solutions to customers both verbally and in writing

Ability to communicate effectively verbally and in writing with individuals and groups

Basic understanding and knowledge of software packaging and deployment

Required / Desired Skills

Windows Desktop OS Required 3 Years

Active Directory Required 3 Years

Software Packaging and Deployment Required 2 Years

Microsoft365 Required 2 Years

Troubleshoot Hardware/Software Required 3 Years

A/V Support Highly desired 2 Years

Mobile Device Support Highly desired 2 Years

• Only those lawfully authorized to work in the designated country associated with the position will be considered.

• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

Benefits:

For information and details on employment benefits offered with this position, please visit here . Should you have any questions/concerns, please contact our HR Department via our secure website .

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here .

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department .

Rose International has an official agreement (ID ), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

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