Support Services Technician

Technical Support AnalystProvide first-level technical support of computer software and hardware products and services. Respond to and diagnose problems through discussions with users. This includes problem recognition, research, isolation, and resolution steps. Resolve basic to moderately complex problems while referring more complex problems to senior level technicians. Assist users inquiring how to use specific software, electronic mail, or operating systems. Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support office staff and equipment. This position is a remote position. The analyst will be working from home after the initial training period of 6-8 weeks in the office.Job Duties and Responsibilities:Work remotely performing troubleshooting, repairs, and deployment of Windows and Apple productsWork daily with internal customers via phone, chat, email, and occasional walk byAccurately record all work and troubleshooting in ticketsMaintain positive, professional attitude at all timesPerform troubleshooting on mobile devices, iPhone/iPad and Android.Perform troubleshooting on Network Printer and Multifunctional DevicesWork daily with Active Directory with knowledge on resetting passwords and assigning users and computers to groups.Perform troubleshooting on remote VPN connectivityPerform troubleshooting on network drive accessThe requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required.Minimum Requirements:Education and Experience:Associate degree in related field of study preferredBachelor's Degree preferred1-2 years of experience in MS Windows environment handling calls on break/fix supportExperience using and troubleshooting MS Office (O365) productsExperience using ticketing systems, ServiceNow preferredExperience managing and troubleshooting Windows 10 workstationsCertification and/or License preferred.Knowledge, Skills and Abilities:Able to demonstrate superior customer service skillsAble to communicate and translate complex technical topics into easy-to-understand conceptsAble to communicate clearly and effectively, both verbally and in writingAble to clearly document technical processesAble to proficiently manage and troubleshoot Microsoft desktop operating systemsAble to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolutionWorking knowledge of Active Directory Users and CompWorking knowledge of Apple products including iPhone, iPad and Mac ComputersMust be able to read, write and speak EnglishAn Equal Opportunity Employer