Technical Support Analyst at Roth Staffing Companies in San Diego, California

Job Description:

Key Details:

• Duration: 6 month contract (possible hire)


• Location: can be either fully remote or fully onsite in San Diego


• Schedule: Mon-Friday 8AM-5PM EST / 5AM-2PM PST


• Pay: $20-26.50/hr

Summary:



The Technical Support Analyst I is responsible for basic configuration and upgrades of software, hardware, as well as network connectivity for internal desktop systems, laptops, printers and smartphones. Under direct or close supervision, identifies and resolves a wide range of basic tasks and enterprise deadline driven projects. Handles hardware/software for local and remote connectivity related issues including upgrades and implementations while working within the requirements of a metrics driven Service Level Agreement.



Essential Duties and Responsibilities:

• Diagnoses, identifies, isolates, and resolves Level 1 and some Level 2 issues utilizing historical database records and technical expertise. Follows through to resolution assigned cases that range from simple to complex utilizing a variety of tools and intra-company resources. Documents troubleshooting efforts and resolutions into company Help Desk ticketing application.


• Supports a user community of all levels of employees with desktop applications, hardware components, network connectivity, smartphone and proprietary software. Assists remote users with wired and wireless connectivity, RSA tokens, permissions and account requests. Ensures company established service level agreements (SLAs) regarding responses and resolutions. Maintains active directory users, groups and computers.


• Configures, installs, moves, upgrades, tracks, tests and repairs hardware, software as well as peripheral components.


• Under direct or close supervision, assists with technical projects from concept through resolution. Collaborates with senior technical staff for resolution of complex problems.


• Alerts management to outages, priority issues, recurring problems and patterns.


• Provides after-hours on-call support per established rotation schedule. Follows the department's standard processes for escalation and notification procedures.


• Adheres to the IT Department and the Company's policies, procedures and established best practices.


• Suggests revisions to existing technical documentation and procedures as needed.


• Collaborates cross-functionally with other departments within IT to work through technical issues.


• Coordinates vendor site visits for repairs of printers, Audio Visual (A/V) equipment as well as conference room equipment.


• Supports the account lifecycle for internal and external clients.


• Prepares scheduled/unscheduled maintenance notification messages for distribution and maintains templates.


• Works under direct supervision on projects as well as resolves moderately complex problems to resolution by utilizing a variety of tools and intra-company resources.

Client Responsibilities:



This is an internal client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.



Qualifications:



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education and/or Experience
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