IT Customer Support Analyst - 3

Location: Boulder, CO, United States
Date Posted: 08-26-2017
Position Role/Tile: IT Customer Support Analyst - 3
Location: Boulder, CO​.
Requisition #: 7323607

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.

Apply acquired job skills and company policies and procedures to complete assigned tasks. Develop applied knowledge of ITIL incident and problem management techniques. Give and receive information such as options, technical direction, instructions and reporting results Strong communication and interpersonal skills required to understand, troubleshoot and calm problem situations. Basic office equipment and Microsoft Office. Has solid foundation in many of the critical IT competencies needed to perform the job.

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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