Tier 1 Support Analyst Description:
Our client is looking for a computer support professional for all of the core business units. This includes hardware problems, software issues, connectivity problems, wireless/mobile issues, printing problems, and functionality questions. Support is done remotely via remote control software and over the phone 100% of the time. Customer service, attention to detail, and first call resolution are top priorities at Tier I with escalation to Tier II as necessary.
TIER 1 SUPPORT ANALYST Duties:
- Supports end users via phone and remote support tools
- Images computers and prepares them for end user deployment
- Supports Microsoft Office 365 application issues
- Supports Microsoft Windows 7 and 10 on HP Desktops / Laptops
- Documents all work done through Service Now Helpdesk application
- Supports wireless connectivity for laptops and mobile devices
- Support remote connectivity via Cisco VPN client software
- Effectively manages time to make sure calls are responded to in timely manner
- Escalates calls to appropriate next Tier support groups when necessary
- Attention to detail in all aspects of handling customer calls
Tier 1 Support Analyst Skills & Qualifications:
Must have direct experience providing support in the listed technologies:
- Windows 7 and 10 Operating System troubleshooting and configuration
- Microsoft Office 365 installation, configuration and troubleshooting
- Desktop/Notebook hardware installation, configuration and troubleshooting
- Computer peripheral and hardware installation, configuration and troubleshooting.
This is not an entry level role. Expectations are to be onsite in Indianapolis, IN at least 50%.