Techforce Analyst
Job Category
Products and Technology
Job Details
We are looking for talented IT support individuals to provide global enterprise support to internal employees through
various intake channels including phone, chat, tickets, and face-to-face support at Techbars. In this role, analysts will
provide global support by troubleshooting, diagnosing, installing, and configuring a variety of hardware and software.
Techforce Analysts exhibit a high level of professionalism in providing excellent customer service and exercising sound
judgment to provide timely resolution of problems.
Responsibilities:
Technical
• Hardware and software troubleshooting for laptops (Apple, Dell, and HP), desktops (Apple and HP), corporate-
owned mobile devices (IOS/Android) along with standard peripherals, and hardware provisioning/imaging.
• Troubleshoot, diagnose and resolve connectivity issues and work with Network partner teams as needed
• Troubleshoot, diagnose and resolve a variety of client, mobile, and cloud applications
• Experience supporting and troubleshooting Active Directory related issues
• User and administration of various operating systems (macOS/iOS, Android, Windows, and Linux Ubuntu)
• Access management requests
Problem Solving
• Solve complex incidents by applying known documented solutions and processes
• Ability to work issues to completion with minimal direct supervision
Adaptability
• Perform all tasks related to the day-to-day operations
• Work in a fast-paced environment, focusing on customer success and driving issues to resolution across several
support channels: phone support, chat support, case support, local or face to face support
• Maintain and demonstrate 100% compliance with all written security policies, SOX procedures, and change
management controls
• Adapt quickly to new technology and business requirements in a dynamic global environment
• Attend and complete all team training and seek work with others to expand skillset
Customer Service
• Utilize attentive listening to understand the needs of the customer and empathize with them
Communication and collaboration
• Communicate with different audiences, regardless of technical understanding, across several communication
mediums/channels to include but not limited to: instant messaging, emails, video conferencing, or face to face
support
• Communicating in different settings and methods including team meetings, conference calls, email, instant
messaging, and social media.
• Contribute to ensuring content accuracy and updating internal and customer support documentation as needed
• Partner with the team and business partners to learn new skills, ask for help, and escalate as needed.
Detail Oriented
• Complete and submit timesheets and time tracking each week
• Maintain calendar hygiene by accepting and/or declining meetings and only inviting those needed
• Maintain and demonstrate 100% compliance with all written security policies, SOX procedures, and change
management controls
• Follow all support documentation and standard operating procedures
Required Skills:
• BA/BS Degree in relevant technology-focused degree or 2+ years of experience in a desktop support function in a
medium to a large enterprise environment
• Ability to balance multiple needs/tasks across various audiences
• Understanding of business processes and ability to translate business requirements
• Strong verbal and written communication and documentation
• Strong team player with customer success focused mindset
• Strong troubleshooting and problem-solving abilities
• Strong adaptability to change
• Must be self-motivated and able to work in a fast-paced environment
Preferred Skills:
• Polycom and Video Conferencing solutions experience
• Linux support experience
• Salesforce Certified Admin
• Knowledge of desktop security
• Experience with macOS, Windows, iOS, and Android
Accommodations
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations
Request Form.
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