Techforce Staff Analyst-CIO Org

Required: 5 years of experience in a desktop support function at a large enterprise. In this role, you will provide remote and local IT and desktop support by troubleshooting, diagnosing, installing and configuring a variety of hardware and software. You will also assist in application support issues, such as access provisioning and various app configuration changes. As a Techforce Analyst, you exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems. You will maintain in-depth knowledge of all desktop systems, applications, and technologies. Responsibilities:Hardware provisioning, imaging, troubleshooting, and software installation for laptops (Apple & Dell), desktops (Dell), and corporate owned/BYOD mobile devices (IOS/Android) along with standard peripherals.User and administration of operating systems including Mac OSX/IOS, Windows, and Linux Ubuntu.TCP/IP networking support and troubleshooting of a corporate user and remote user environment with LAN, WAN, and VPN implementations globally.Troubleshooting a variety of client, mobile and cloud applications office software (Microsoft Office, Gapps, Browsers, Salesforce.com, etc.).Access management.Understanding and adhering to security policies and corporate best practices.Solve complex incidents by applying known documented solutions and processes, taking work items through to completion with minimal direct supervision.Partnering with senior members of the team to learn new skills, ask for help, and escalate as needed.Manage a fast-paced queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task executionMaintain and demonstrate 100% compliance with all written security policies, SOX procedures and change management controlsCommunicating in different settings and methods including team meetings, conference calls, email, instant messaging, and social media.Aptitude and ability to learn to adapt quickly to new technology and business requirements in a fast paced, dynamic global environment.Training team members in formal and informal settings.Customer and technical support processes.ITIL and Software Release Management processes and practices with internal and external partners.Required Skills:2 years of experience in a desktop support function at a large enterpriseCurrent knowledge of PC, Mac and mobile devices (iPhone/iPad, etc.), hardware/software and general technology trendsExcellent project management skills with ability to juggle multiple projects/tasks across various user groupsUnderstanding of business processes and ability to translate business requirements into application functionalityExcellent verbal and written technical documentation skillsStrong team player with service-oriented attitude and customer focus Strong research and problem solving abilities are requiredMust be a go-getter and salesforce.com enthusiast who thrives on working in a fast-paced environmentDesired Skills:BA/BS Degree1-3 years previous Salesforce administration experience with a minimum 300-seat environment handling all aspects of CRM, case management and platform maintenance Excellent verbal and written technical documentation skillsPolycom and Video Conferencing solutions experienceLinux support experienceKnowledge of Cisco software and hardwareKnowledge of desktop security (anti-virus/anti-spam/firewall/patching/two-factor authentication) Salesforce Administrator (201), Salesforce Advanced Administrator (211), and/or Salesforce Developer (401) CertificationsRamp up quickly into a solid, productive member of the team. Knowledge of commonly used concepts, practices, and procedures of systems administration and support, and can resolve a variety of basic to moderately complex issues. You are able to provide analysis of business processes and related support requirements. Meet defined commitments and deadlines. Multiple complex incidents for a large case volume and backlog with competing priorities. Applying known documented solutions and processes taking work items through to completion in a self directed manner.Phone Support Analysts (9), Provisioning Analysts (44), Front Office / TF Bar Analysts (37), Intermediate in the following technical areas: - Hardware provisioning, imaging, troubleshooting, and software installation expertise for laptops (Apple & Dell), desktops (Dell), and corporate owned/BYOD mobile devices (IOS/Android) along with standard peripherals. - User and administration of operating systems including Mac OSX/IOS, Windows, and Linux Ubuntu. - TCP/IP networking support and troubleshooting knowledge a corporate user and remote user environment with LAN, WAN, and VPN implementations globally. - Troubleshooting a variety of client, mobile and cloud applications office software (Microsoft Office, Google Apps, Browsers, Salesforce.com, etc.) - Operating system and application security models including permissions and user access. - Creation, management, and termination of user accounts in Active Directory. Change and use dashboards and reports used to run daily operations and answer ad hoc questions. - Intermediate in the following process areas: - Understanding and adhering to security policies and corporate best practices. - Customer and technical support processes. - ITIL, and process improvement processes and practices with internal and external partners. - Partnering with senior members of the team to learn new skills, ask for help, and escalate. - Aptitude and ability to learn to adapt quickly to new technology and business requirements in a fast paced, dynamic global environment. - Training team members in formal and informal settings.Application Support AnalystsEverything listed above with addition of the following:Application support, to include user/queue administration in orgs, BT access management, CRT creation, org changes via dataloader, creating/managing views, and other cosmetic change requests on objects within application orgs.Mobile Support AnalystsThis is an Operations role focussing on the provisioning and inventory management of Salesforces mobile hardware (both new and replacement) to new hires and existing employees. Responsibilities:Provision mobile devices (Phones & MIFI) for New Hires and existing usersProvision and dispatch mobile devices (Phones & MIFI) for internal users that are having hardware issues or lost/stolen requests.Deploy quarterly Mobile Hardware upgrades to eligible employees.Responds to escalations from cases routed to Amer Mobility queue.Manage device inventory inclusive of inventory management, recycling of used devices and disposal Carrier Service requests - IE: Ports & Transfers, SIM card swaps & replacements.A/V Support Analysts Familiar with collaboration services, to include Chromebox for Meeting (CfM), GoToMeeting, WebEx, Google Hangouts, and Cisco Telepresence Experience with troubleshooting Crestron AV Equipment using Toolbox and XPanel Experience supporting standard security applications in an Enterprise environment (network access control, patch management & remediation.) Understands networking basics, including TCP/IP connectivity, port, and VLAN configuration Experience with support ticket management and tracking Knowledge of Active Directory architecture Demonstrates strong customer service focus, analytical, problem solving and teamwork abilities Provides support and communicates appropriately across multiple levels of the internal organization Prioritizes projects and operations tasks effectively to complete deliverables on time Applies company policies and procedures when completing assigned tasks Takes initiative to work, develop solutions and make technical recommendations independently Follows established procedures on routine tasks, requires instruction only on new assignments and works under the supervision of the A/V Lead and the A/V Manager. Comprehends communication from others; attends to messages from others; correctly interprets messages and responds appropriately Uses verbal and non-verbal inputs to assess understanding of both customers and other IT staff; presents message in various ways to enhance understanding Follows accepted language standards, uses syntax, pace, volume, diction, and mechanics appropriate to the media being used Quickly gains knowledge, understanding, or skill; readily absorbs and comprehends new information from formal and informal learning experiences Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through trial and error Approaches change objectively; treats change and new situations as opportunities for learning or growthLink to the list of current role breakdowns globally.Shift Monday through Friday 8 - 5pm