Technical Support Analyst

Company Name:
Provide high quality, responsive, 1st level customer support to business groups within the firm; ensure customers are kept informed of problem status Troubleshoot hardware, operating system, network connectivity (including remote access as well as virtual and video conferencing), and MS Office; escalate issues to appropriate helpdesk or other technology teams as appropriate Utilize ticketing system to create tickets and track issues that arise; liaise with other technology teams to redirect tickets where applicable Assist team members with after-hours support of off-production issues and issues that are escalated from regional and international offices Maintain knowledge by learning new office automation products and technologies to an advanced user level Actively engage in the accomplishment of departmental and/or quality initiatives, including user community education Manage scheduling, distribution and maintenance of shared equipment resources Qualifications: Minimum of two (2) years of experience in a help desk, desktop or similar technical support related position required PC and laptop hardware and software installation and troubleshooting skills required Experience with Microsoft Office 2010 and Windows 7 Must be able to lift/move equipment up to 50+ pounds Bachelors degree in an IT related discipline preferred Scripting experience preferred

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