Dedicated Support Analyst I

at  centrexIT

POSITION SUMMARY

The Dedicated Support Analyst I is a full-time onsite resource assigned to support one client. Working within a small team of other onsite dedicated technicians, the Dedicated Support Analyst I is responsible for maintaining and supporting the clients IT environment and end users. The Dedicated Support Analyst I is the primary contact for the client and ensures that service delivery aligns with company standards. This individual will have an in-depth knowledge of the client’s environment with the desired goal of resolving reactive requests as efficiently as possible. To be successful in this position you must be an excellent communicator who can troubleshoot and investigate problems, prioritize escalations, and partner with people of varying technical backgrounds to deliver outstanding support and service. Efficient resolution of reactive outages with an excellent user experience is the primary objective of the Dedicated Support Analyst I. The Onsite IT Manager will be a mentor and first point of escalation for the Dedicated Support Analyst I.

QUALIFICATIONS AND REQUIREMENTS

• Proficient in information technology regarding both hardware and software
• Proficient with Microsoft desktop operating systems Windows 7, 8, 10 and 11
• Experience with Microsoft server operating systems, specifically Server 2012, 2016, and 2019
• Ability to administer Microsoft Active Directory and LDAP protocol, setup new users, security groups, group policies, and other admin AD functions.
• Understanding of file security management, shared drives, network drives, and their security permissions.
• Experience with Microsoft 365, Exchange Online, OneDrive, Azure AD.
• Telephony proficiency a plus - desktop phone upgrades, modifications, activations, repairs and troubleshooting.
• Communication, Verbal - Speaks clearly and effectively; listens and gets clarification; responds well to questions.
• Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar.
• Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others;
• works ethically and with integrity; upholds organizational values
• Team Builder - Balances team and individual responsibilities; works well in team environment.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Must be comfortable working in a fast-paced environment with shifting priorities with the ability to remain calm in stressful situations.
• Excellent customer service skills; compassionate and understanding. Ability to express both sympathy and empathy towards client.
• Must be a self-starter who is able to stay driven and motivated with little supervision while working at a consistent pace.
• Must be flexible, honest, and dependable
• Valid driver’s license
• US Citizenship and clean background check
• Must be able to work in an environment inhabited by animals
• Must be able to exercise caution, work safely and minimize exposure and impact to animals and the public visiting the client location(s). Must be able to maintain proper hygiene and workplace cleanliness due to possible exposure to parasites and zoonotic diseases.

EDUCATION AND EXPERIENCE

• Associate degree (two-year college or technical school) Field of Study: IT or related technical field
• IT industry certifications specifically Microsoft, Cisco and CompTIA preferred
• At least 2 years of direct experience in IT industry
• Experience with an MSP a plus
• Preferred, experience in network / IT systems and troubleshooting steps
• IT industry certifications specifically Microsoft, Cisco and CompTIA preferred

• Provides technical assistance and a best-in-class experience for all IT requests raised by Client.
• Provides phone support and call routing as necessary.
• Assists onsite at various client locations around San Diego County as needed.
• Responsibilities include but are not limited to: Hardware (desktops, laptops, mobile devices, printers, multifunction devices, peripherals, and cables) installs, configuration changes, updates/upgrades, and troubleshooting. Software installs, configuration changes, updates/upgrades, and troubleshooting. Resolving service requests and incidents including but not limited to user onboards, offboards, active directory management, spam filter management/training, printer configurations, remote connectivity hardware/software support, password resets, O365 management.
• Diagnose and troubleshoot network related challenges ranging from Wi-Fi challenges to network outages.
• Documents time and interactions with end users using centrexIT’s PSA while following defined standards and processes for opening and triaging tickets, entering time, communicating with client, and updating and closing tickets adhering to defined Service Level Goals (SLG’s).
• Identifies requests that require projects, new services or a potential upgrade and escalates these opportunities to appropriate party to ensure quoting and implementation occurs in a timely manner
• Executes recommended fixes, updates, or change controls where appropriate.
• Follows best practices as defined by vendor, manufacturer, or centrexIT defined processes.
• Turning “tribal knowledge” into a repeatable audit ready process for consistent execution of IT operations
• Works directly with vendors to resolve issues and manage 3rd party applications.
• Identifies and declares breakdowns within systems and processes.
• Communicate openly and authentically with internal team and client to ensure breakdowns are acknowledged and addressed in a timely manner and works towards a shared outcome ensuring the best possible user experience.
• Ensures safety and security of client and their data in accordance with required policies and procedures.
• Attends company, department and individual meetings and trainings as required.
• Responsible for reporting on defined KPI’s, metrics and goals.
• Develops and maintains excellent client relationships.
• Onsite provisioning and deployment of new computers as well as the reprovision of existing computers.
• Assists, escalates, and consults with other team members as necessary to achieve company defined SLG’s.
• Communicates with client as required: keeping them informed of ticket progress, notifying them of impending changes or agreed outages, and following up as necessary
• Respond promptly and professionally with client and fellow team members, keeping commitments or resetting expectations when necessary.
• Responsible for maintaining company provided Fleet vehicle (e.g., reporting maintenance issues immediately to manager and taking for service)
• Required to be in the On-Call Rotation in support of 24/7 client emergencies
• Performs other duties as assigned.