IT Customer Support Analyst

Location: Santa Clara, CA, United States
Date Posted: 11-08-2016
Job Title : IT Customer Support Analyst
Location: Santa Clara, CA​.
Optional Ref#:6343556

Job Description:

Job Overview
This position is responsible to address incidents of service interruption and take steps to re-initiate service or properly escalate for resolution. May work in one of two settings. It may be in a call center/Service Desk or at a local Client work location. Generally, employees will contact the Service Desk for a request for service related to IT systems, reports, workstations, laptops, printers, phone sets, hand-held devices, portable learning devices, applications or data. If the Service Desk is not able to resolve the problem on the phone or by e-mail, local service will be provided in one of three ways. It will be dispatched, a local customer service specialist will respond to the issue or the device may need to be brought to a local Client work location. Work on problems of moderate scope and complexities where analysis of situations or data requires a review of a variety of factors. Exercise judgment within defined procedures and practices to determine appropriate action.
Work involves the application of moderately complex procedures and tasks that are quite varied. Independent judgment is often required to select and apply the most appropriate of available resources. Ongoing supervision is provided on an "as needed " basis. No budget development activity is required.
Decisions are made on both routine and non-routine matters with some latitude, but are still subject to approval. Occasionally expected to recommend new solutions to problems and improve existing methods or generate new ideas.
Key Responsibilities:
? Work in either Service Desk or on the client site to coordinate, diagnose and troubleshoot incoming employee calls or incident tickets.
? Provide highly visible customer support through the performance of onsite installation, as well as overseeing any necessary diagnosis, troubleshooting, service and repair of complex equipment and systems.
? Provide support services to employees with information technology issues involving applications or data, and educational technologies.
? Provide timely resolution of problems or escalation on behalf of customer to appropriate personnel, and provides case status updates to management and end-users.
? Develop, document and implement standard operating procedures and customer service guidelines.
? May be involved in supporting conferences and large training meetings of users in one location. During these times, local support is critical and provides proactive time for upgrades, maintenance, etc.
? Make routine or required customer actions to meet customer needs. Respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up. May handle escalated issues passed on from co-workers or subordinates.
? During times of emergencies, outages and project planned work; be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the roll out of the system is successful.
? Perform other job-related duties as assigned.
Typical Role Definition:
Professional Staff. An intermediate level professional role. Some evaluation, originality or ingenuity required to perform tasks. Knows and applies the fundamental concepts, practices, and procedures of a particular field.

Few key "Must Haves”:
1. Working knowledge of supporting and troubleshooting Apple MacBook computers in an enterprise environment.
2. Working knowledge of supporting and troubleshooting MS Windows computers along with O365 and Skype.
3. Experience in fast paced, highly collaborative work environment.
4. Experience supporting video conferencing, audio visual and collaborative meeting environments
5. Familiarity with VPN or other remote authentication services

Central Business Solutions, Inc,
37600 Central Ct.
Suite #214
Newark, CA 94560.
Central Business Solutions, Inc(A Certified Minority Owned Organization)
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Central Business Solutions, Inc
37600 Central Court Suite 214 Newark CA, 94560
Phone: (510)-713-9900, 510-573-5500 Fax: (510)-740-3677
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