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Technical Onsite Support Analyst

  • Log into the phone queue and be available for incoming client calls

    Provide end user support for computer hardware and software by telephone, email, chat and remote utilities

    Utilize strong system and troubleshooting skills to ensure resolution of customer issues

    Manage time effectively in order to meet performance criteria objectives while creating a positive customer experience

    Enter all required information and detailed notes in each service ticket worked including next steps, if necessary

    Escalate complex issues following the defined escalation procedures

    Provide detailed knowledge transfer to others as needed

    Maintain accurate records of customer information within internal systems

    Maintain detailed technical documentation that reflects changes as they are made to the IT environment

    Maintain accurate timekeeping within ticketing and payroll systems

    Communicate clearly and openly with Help Desk service coordinators and leadership, as well as other internal departments

    Create and execute professional individual development plans (IDP)

    All other tasks or responsibilities as assigned by manager/leadership


    The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the associate is regularly required to stand and walk distances of up to 1/2 mile; use hands to finger, handle or feel; reach with hands and arms; talk and hear. The associate frequently is require to sit. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

    The associate must be able to lift and move up to 50 lbs.


    Compensation plan consisting of additional performance based bonuses
    Health, Dental and Vision insurance options
    401K plan offerings
    Paid holidays, floating holidays, vacation , and sick days
    Life and Long term disability

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