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Complete Description
Our Phoenix, AZ based client is seeking a Senior Technical Support Analyst to join their team. The Senior Technical Support Analyst will provide delivery of desktop PC service-levels for various office locations for IT-related requests. Responsibilities- Triage, escalate and resolve assigned incidents and service requests
- Log and classify incoming IT-related incidents and service requests received through the company-wide phone queue
- Configure and deploy new IT equipment
- Communicate with SMEs to identify and resolve any ongoing or widespread IT service issues
- Facilitate orientation and training to customers on basic troubleshooting skills as needed
- Ensure that IT equipment is replaced and properly disposed of according to IT Equipment Policy
- Assist with the setup of IT infrastructure for new or relocating local offices
- Help IT Infrastructure Team with troubleshooting and installation of equipment at local offices
- Coordinate with vendors to resolve service issues and deploy new services
- Participation in weekly on-call rotation for after-hours support
- Perform other responsibilities as requested
- Bachelor's Degree in Information Technology, Business, or equivalent combination of education and experience
- Minimum 7 years of experience in administration of desktop environments in a multi-site environment
- Experience with Microsoft Windows 10, Microsoft Office Suite, MS Active Directory Services, PC imaging utilities, plus phone system moves, adds and changes
- Experience with ITIL and/or other quality assurance processes
- Microsoft certifications