Technical Support Analyst Tier-1 - TekWissen LLC
Irvine, CA
About the Job
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is an American multinational information technology services and consulting company and is a leading provider of information technology, consulting, and business process outsourcing services, dedicated helping the world's leading companies build stronger businesses.
Title: Technical Support Analyst Tier-1
Work Location: Irvine, CA 92618
Job Type: Contract
Work Type: Onsite
Duration: 12+ Months
Job Description:
Job Summary:
- Serve as the call center's first point of contact for customers seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Provide effective communication to the customers.
- Direct unresolved issues to the next level of support.
- Log and record issues and resolutions.
- Follow-up and update customers with status and information.
- Participate in On-Call rotation to Provide After-hours support.
- Remotely Diagnose, Troubleshoot and Resolve a wide variety and range of hardware and software related problems with operating systems, applications (including vendor software packages), and network configuration.
- Prioritize and manage heavy workload in a dynamic and diverse environment.
- Work with minimal direction but remain focused on critical Service Level Agreement and priority items.
- Coordinate new users access needs and security changes.
- This will include coordination with internal IT leadership to establish system access, and communicate back to user with relevant user ID and password information.
- Adapt to new technologies, process new information and help customers through technological changes. Improves and implements procedures as needed and/or assigned.
- Assure necessary security of all IT assets. This will include physical security of equipment, data, and software, as well as assuring appropriate backup of data and programs.
- Complete and maintain an inventory process to track new and old equipment and software.
- Ensure that all assets are properly tracked and documented for management audit and legal purposes.
- Consistently works to develop and maintain positive and professional relationships with all internal and external customers.
- Supports the vision and values of the client and abides by all policies and procedures.
Top Qualifications:
- 3+ years of experience with providing IT Desktop Support
- 3+ years of experience installing software applications and performing hardware upgrades on desktop computers within a business environment as well as server infrastructure.
- 3+ years of experience installing and supporting networked devices such as printers and scanners
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Source : TekWissen LLC
