Technical Support Analyst
Velocity Staff
full-time
Posted on:
Location Type: Hybrid
Location: Kansas City • Kansas • United States
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Tech Stack
About the role
- Provide first-level technical support of computer software and hardware products and services.
- Respond to and diagnose problems through discussions with users.
- Resolve basic to moderately complex problems while referring more complex problems to senior level technicians.
- Assist users inquiring how to use specific software, electronic mail, or operating systems.
- Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support office staff and equipment.
- Handle calls as their primary duties as well as work tickets and may be asked to help with projects.
- Perform troubleshooting, repairs, and deployment of Windows 7 and 10 as well as some Apple products.
- Perform troubleshooting on mobile devices, iPhone/iPad and Android.
- Perform troubleshooting on Network Printer and Multifunctional Devices.
- Perform troubleshooting on Microsoft Office Products.
- Work daily with internal customers via phone, and email, with the occasional walk ups.
- Accurately record all work and troubleshooting in tickets in ServiceNow Ticketing system.
- Provide excellent client service.
Requirements
- Associate’s Degree in related field of study.
- Bachelor’s Degree preferred.
- 1-2 years of experience in MS Windows environment handling Level 1 calls with experience handling desktop and laptop break/fix support.
- Experience using and troubleshooting MS Office (O365) products.
- Experience using ticketing systems, ServiceNow preferred.
- Experience managing and troubleshooting Windows 7 and 10 workstations.
- Ability to demonstrate superior customer service skills.
- Able to communicate and translate complex technical topics into easy to understand concepts.
- Communicate clearly and effectively, both verbally and in writing.
- Able to clearly document technical processes.
- Able to proficiently manage and troubleshoot Microsoft desktop operating systems.
- Able to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolution.
- Working knowledge of Active Directory Users and Comp.
- Working knowledge of Mobile devices including Android, iPhone, iPad and Mac Computers.
- Excellent written and verbal communication skills.
Benefits
- Must be based in Kansas City Area.
- Flexibility to work remote from home after a short training period on site at the client location in Kansas City, KS.
- Some visits to the office as needed.
- Training sessions will take place from 7am-4pm daily.
- Shifts will be scheduled Monday through Friday between 7am-7pm with a 40 hour schedule.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingWindows 7Windows 10Apple productsmobile devicesMicrosoft Officedesktop supportlaptop supportActive Directoryticketing systems
Soft Skills
customer servicecommunicationproblem-solvingdocumentationinterpersonal skillsclarity in explanationlogical questioningeffective communicationteam collaborationclient service
Certifications
Associate’s DegreeBachelor’s Degree