Technical Support Analyst | W2 Contract

Job Title: Technical Support Analyst

Location: Pittsburgh, PA

Work Type: Onsite

Sub-Contract: No

Duties:

• Provide basic colleague technical support including but not limited to:

· Computer hardware diagnostic, troubleshooting, configuration, and refresh.

· Software installation and troubleshooting.

· Voice and video network diagnostic and repair.

· Mobile device configuration, training, and diagnosis.

· Recovery testing to confirm availability of systems where outages have occurred.

• Manage basic ticket workflows including but not limited to:

· Escalating unresolved issues in a timely manner.

· Maintaining and tracking inventory of hardware in the appropriate systems.

· Documenting and tracking status of colleague inquiries, coordinating appropriate response.

· Proactively setting expectations with colleagues.

· Following up to ensure colleague satisfaction.

• Provide proactive support, maintenance, and innovation including but not limited to:

· Implementing approved operating system enhancements.

· Recommending system modifications to reduce colleague problems.

· Interacting with other support groups to restore service and /or identify and correct colleague computing problems.

· Identifying process improvement opportunities and supporting continuous improvement initiatives under direction of your supervisor.

• Perform other duties and responsibilities, as assigned.

Customer service & leadership

• Delivers exceptional customer service.

• Provide training of technology policy and procedure.

• Collaborate with management to promote excellent customer service and effective response times.

• Assist management by providing insight into general support issues.

• Ensure team provides timely and courteous customer service to colleagues.

• Alerts colleagues and team members when a major problem is suspected.

Skills:

• Strong knowledge of the following is preferred.

· Microsoft operating systems and Microsoft Office.

· Apple hardware and operating systems.

· Networking switches and data networks.

· IP telecommunications systems.

· Audio Visual systems.

· Mobile device management.

• Capability to analyse problems and use sound judgement for determining solutions.

• Ability to clearly communicate both verbally and written with customers and other IT staff.

• At least 3 Years PC/LAN technical or equivalent experience preferred.

• Aptitude for providing strong customer service through interactions and communications.

• A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.

• Willingness for continuing enhancement of technical skills through education/seminars and interaction with other IT disciplines.

• Comfortable with working outside of normal business hours to support activities, and/or support on-call rotation when necessary.

Education:

• Bachelor's degree and/or equivalent work experience in the technology, hospitality, retail, or customer focused field highly regarded.

• A certification or equivalent combination of education, training, and experience.

Languages: English Read Write Speak

Certifications & Licenses:

A

A certification

Regards

Abhishek Kumar

Technical Recruiter

Concept Software & Services Inc
Tel: 1 470-489-1893 | Email: abhishek@concept-inc.com

Web: http://www.concept-inc.com

LinkdIn: linkedin.com/in/abhishek-yadav-475ba6208

Job Type: Contract

Pay: $17.90 - $20.00 per hour

Experience level:

• 6 years
• 7 years
• 8 years
• 9 years

Schedule:

• 8 hour shift

Experience:

• Customer service: 5 years (Preferred)

Ability to Commute:

• Pittsburgh, PA (Preferred)

Ability to Relocate:

• Pittsburgh, PA: Relocate before starting work (Required)

Work Location: In person

Salary : $18 - $20