Listing Details :
Listing-id : 220063
Tech Support Analyst 2
Feb 8, 2020 01:13:48 AM
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Description :
Tech Support Analyst 2
4 Months Contract
San Francisco, CA
Win10 Migration Support : Windows 7 to Windows 10 transition.
Key Responsibilities
Provide onsite technical support, including triage, analysis, diagnosis and resolution of
issues related to desktop and laptop systems, handheld devices, printers, peripherals,
network connectivity, desktop software applications and utilities, storage architecture, and
IT security. Support will include staffing the IT Health Desk, a walk up IT support center.
Staff rotation to Service Desk or other sites as required.
When at Service Desk Level1: handle 35-50 customer contacts per day from a
variety of inbound sources: telephone, voicemail, email, assigned tickets, and
instant messenger while maintaining 95% Customer Satisfaction ratings, 60-65%
First Contact Resolution, and 65-75% Level 1 Resolution.
When at Service Desk Level2: Resolve 8-20 Level 1 escalations per day from a
variety of inbound sources: telephone, voicemail, email, assigned tickets, and
instant messenger while maintaining 95% Customer Satisfaction ratings.
o Handle up to 100 tickets per day while managing queues and triaging
tickets based on priority and service tier with greater than 95%
accuracy.
o Assist Level 1 analysts in troubleshooting technical issues.
o Provide onsite field support for designated sites.
Complete duties with the ability to collect and communicate technical concepts, both
written & verbal, to a non-technical audience with a high degree of Customer Service.
Knowledge, Skills and Abilities
Minimum two years of experience in a desktop support or help desk position, supporting Windows and
Macintosh computers in a complex networked environment and/or equivalent experience/training.
Bachelor's degree in Computer Science, Information Systems, or a similar degree. In lieu of degree,
minimum of one years of additional relevant experience.
Demonstrated expert proficiency supporting MS Windows XP, Windows 7, Windows 10, Macintosh OS
X, and MS Office. Proficiency with troubleshooting MS Word, Excel, and Outlook.
PREFERRED QUALIFICATION:
Relevant technical certification (Microsoft, Apple, A+, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI,
etc.)
A valid California state driver's license is preferred, since auto travel to other sites may be required
Experience supporting the following applications (Apex/EPIC, ImageNow, WorkFront, Caradigm
SSO, Dragon Naturally Speaking)
4 Months Contract
San Francisco, CA
Win10 Migration Support : Windows 7 to Windows 10 transition.
Key Responsibilities
Provide onsite technical support, including triage, analysis, diagnosis and resolution of
issues related to desktop and laptop systems, handheld devices, printers, peripherals,
network connectivity, desktop software applications and utilities, storage architecture, and
IT security. Support will include staffing the IT Health Desk, a walk up IT support center.
Staff rotation to Service Desk or other sites as required.
When at Service Desk Level1: handle 35-50 customer contacts per day from a
variety of inbound sources: telephone, voicemail, email, assigned tickets, and
instant messenger while maintaining 95% Customer Satisfaction ratings, 60-65%
First Contact Resolution, and 65-75% Level 1 Resolution.
When at Service Desk Level2: Resolve 8-20 Level 1 escalations per day from a
variety of inbound sources: telephone, voicemail, email, assigned tickets, and
instant messenger while maintaining 95% Customer Satisfaction ratings.
o Handle up to 100 tickets per day while managing queues and triaging
tickets based on priority and service tier with greater than 95%
accuracy.
o Assist Level 1 analysts in troubleshooting technical issues.
o Provide onsite field support for designated sites.
Complete duties with the ability to collect and communicate technical concepts, both
written & verbal, to a non-technical audience with a high degree of Customer Service.
Knowledge, Skills and Abilities
Minimum two years of experience in a desktop support or help desk position, supporting Windows and
Macintosh computers in a complex networked environment and/or equivalent experience/training.
Bachelor's degree in Computer Science, Information Systems, or a similar degree. In lieu of degree,
minimum of one years of additional relevant experience.
Demonstrated expert proficiency supporting MS Windows XP, Windows 7, Windows 10, Macintosh OS
X, and MS Office. Proficiency with troubleshooting MS Word, Excel, and Outlook.
PREFERRED QUALIFICATION:
Relevant technical certification (Microsoft, Apple, A+, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI,
etc.)
A valid California state driver's license is preferred, since auto travel to other sites may be required
Experience supporting the following applications (Apex/EPIC, ImageNow, WorkFront, Caradigm
SSO, Dragon Naturally Speaking)
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