Analyst, End User Support

Opportunity for outgoing, driven individual to provide a phenomenal customer experience. This position will be responsible for customer service and technical support.

• Responsible for providing end user support and software, hardware, and network assistance. Equally comfortable supporting either Windows or Mac OS
• Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems
• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network
• Triage Level II and Level III trouble tickets
• Collaborate with development staff to recreate problems in the test environment
• Verify with the customer that the issue has been resolved and update the ticketing system
• Documents, tracks and monitors the problem to ensure a timely resolution
• Interface with infrastructure, database, and development personnel on escalations
• Communicate plan, progress, and solve issues in a timely manner
• Actively contribute to ongoing process improvement
• Ability to complete multiple simultaneous projects in a timely manner
• Analyze and identify trends for devising preventative solutions
• Mentor other help desk personnel on hardware and software problem analysis and resolution
• Recognize, analyze, and know when to escalate high-complexity issues to the Application Support team, while providing supporting analysis artifacts
• Install, configure, and maintain desktop, VM/laptop PCs and peripherals such as printers
• Install and configure applications, operating systems, software, and upgrades
• Troubleshoot and repairing complex hardware and network connectivity issues
• Remove old equipment and perform data migration to new machines
• Assisting with the successful execution of all corporate-wide A/V presentations while maintaining the availability and functionality of the A/V equipment
• Resolve complex hardware maintenance issues including cell phone, telephone, Internet\intranet connectivity (via satellite, DSL, cable modem and /or ISDN), laptop, desktops, A/V Displays , point of sale, kitchen display systems, back office servers and attached peripherals
• Provide support for external helpdesk(s), field service organization(s) and Brand specific Technology groups with application support and maintenance management
• Wireless/wired networking and VPN support for corporate and field-based users in multiple locations
• Printer support for network printers and field based multi-function devices, including network connectivity, software installation, minor repair and vendor management for major repairs
• User account management and troubleshooting in Active Directory, and Voicemail system
• Log all hardware and software on any desktop, laptop, server, PDA and\or peripherals. Ensure that appropriate asset tracking software is regularly run against any asset maintained by technician
• Log consumable inventory used by customer base, including completion of change inventory forms for all requested consumables by any customer
• Perform other duties or special projects as assigned

• Four year degree - preferred
• 2 - 4 years of related experience in a Microsoft Server environment

• A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization
• Must be a self-motivated professional who is dedicated to assist the customer in a tactful manner, even in the most stressful of circumstances
• Proven skills in technology troubleshooting
• Able to function effectively in a fast-paced team environment
• Quick to learn new systems and products
• Medium to high-level Microsoft Office 365 computer skills
• Extensive Microsoft Outlook knowledge
• Medium to high-level of Windows 10 knowledge
• Medium to high-level of Mac OS knowledge
• iPhone, iPad, Droid phones, Microsoft Surface and Tablet Support experience a huge plus
• Stays current on technology trends and passionate about technology
• After hours support on a rotational basis