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By coordinating, diagnosing, and troubleshooting incoming employee calls, provides support services to employees with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access. Responsible for timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
Technical Service Analyst: (Bachelors degree or 2-3 years experience):
- By coordinating, diagnosing, and troubleshooting incoming employee calls, provides support services to employees with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access
- Responsible for timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
- Provides case status updates to management and end-users
- Supports and maintains effective relationships with users
- Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
- Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors
- Exercises judgment within defined procedures and practices to determine appropriate action.
- Experience providing face to face support to a corporate customer base
Required Experience Supporting
- Microsoft O365 Suite
- VPN-Remote Connectivity
- Mobile Device Management
- Active Directory
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