Technical Support Analyst

• Responsibilities include new hardware deployment, infrastructure changes, and assisting technical teams in troubleshooting and recovery of networks, servers, phone systems and manufacturing/warehouse systems.

• End user support focus on asset refresh of desktops, laptops and printers. (Assist with asset refreshes when coordinated with a schedule support visit)

• Directs and influences customers to follow I/T policies and procedures

• Maintain confidentiality - Shares resolutions with team members and 1st level support

• Participates and contributes in team meetings

• Identifies internal or external resources to address issues

• Has excellent customer service skills

• Troubleshoots medium to high complexity issues and resolves within SLA

• Develops clear and concise work product deliverables

• Can work on multiple tasks and set work priorities to meet deadlines

• In-depth knowledge and experience configuring and supporting Windows servers and PCs (software and hardware).

• Experience installing and configuring local area network equipment (routers, switches, network-attached printers, wireless APs, etc.)

• Ability to troubleshoot issues across the overall infrastructure stack (server/network/client).

• Track record of providing excellent customer service.

• Open to new ideas and a proven team player, works well under pressure with tight deadlines while maintaining composure and positive attitude.

• Works independently, prioritizes work and assigns appropriate sense of urgency to issues

• 5+ years experience supporting technical infrastructure in a large scale, distributed environment.

• A+ or equivalent certification desired

• Cisco network certification desired

• Microsoft certification desired

All your information will be kept confidential according to EEO guidelines.