Tech-Support Job Title: Analyst, Technical Support II Type of service: IT Location: Palo Alto, CA 94304 Duration: 1-2 years Job type: Contract Salary: Open
JOB DESCRIPTION: The Technical Support Analyst II position requires the ability to lead small projects, manage time, organize/prioritize work and provide customer centric approach to support. The Level II Technical Support Analyst provides user support via phone and in person, trouble-shooting and supporting desktops, laptops, mobile devices and printers. The Technical Support Analyst provides excellent customer service to our approximately 1,100 plus users requiring frequent interactions with internal customers, direct reports, peers, vendors, and management. Technical Support Analysts, lead smaller scale projects, manage time, organize/prioritize work, and ensuring customer satisfaction focus. REQUIRED KNOWLEDGE/EXPERTISE: • Associate’s degree in Information Technology or related field, a combination of completed college-level coursework (at least 30 hours) and experience may substitute for the degree • industry specific certification • 6 years of related experience • Enterprise level SCCM knowledge within a similar sized organization or larger • Expert level understanding of Windows and other operating systems • Strong understanding of Windows Workstation and Server • Strong understanding of hardware and mobile device management concepts (AirWatch) • Strong local Area Network (LAN) and remote access troubleshooting Strong network and LAN fundamentals, including network interface connection and user installation, network topologies, LAN administration, servers and network architecture • Microsoft Office Suite software, third party systems accessed software via desktop client or web-based client • Highly technical in computers/workstations, local and wide area network equipment and concepts, servers, and printers. • Strong understanding of imaging and patching technologies specifically SCCM • Project management skills with the abilities to lead small projects • Ability to maintain effective working relationships with those contacted in the course of work • Ability to efficiently lead small projects, managing time, organize/prioritizing work and ensuring customer service escalations • Ability to communicate clearly and concisely with all levels of management and executives, in verbal and written form • Solid presentation skills and the ability to assist in conducting large trainings on critical Service Desk services in large meeting settings and live over video conference • Ability to maintain a customer focus in providing technology services • Strong customer service and training skills and background supporting a technical service offering. • In-depth computer proficiency of basic business applications Certifications are a plus however not necessary. AV Software, Security & Stability/Driver Patching, Workstation & Basic Security Knowledge & User Awareness Training, WIN10, WIN7, iPhone, AirWatch, WAN & LAN, Windows Server, Storage, AD, VPN Clients, Software & Hardware Inventory, Chargeback Modeling, Service Desk Metrics, Service Desk KPI’s, Customer Service, Incident/Ticket Management, JIRA Service Desk, TechExcel. REQUIRED SKILLS: Expert level understanding of Windows and other operating systems. Strong understanding of Windows Workstation and Server. Strong local Area Network (LAN) and remote access troubleshooting Strong network and LAN fundamentals, including network interface connection and user installation, network topologies, LAN administration, servers and network architecture Hardware and Mobile Device Management Strong understanding of hardware and mobile device management concepts (AirWatch) Microsoft Office Suite software, third party systems accessed software via desktop client or web-based client Strong understanding of imaging and patching technologies specifically SCCM Moderate-level of project management skills with the ability to lead smaller scale projects Ability to communicate clearly and concisely with all levels of management and executives, in verbal and written form Ability to present training on critical Service Desk services in large meeting settings and live over video conference Ability to maintain a high level of customer focus in providing technology services -- You received this message because you are subscribed to the Google Groups "Visa Transfer OPT, CPT, PT, H1,H4" group. To unsubscribe from this group and stop receiving emails from it, send an email to paul_talluri+unsubscr...@googlegroups.com. To post to this group, send email to paul_talluri@googlegroups.com. Visit this group at https://groups.google.com/group/paul_talluri. For more options, visit https://groups.google.com/d/optout.
