Support Analyst I

Location: Pittsburgh, PA

Job Type: Contract

Responsibilities:

  • Configure, deploy, and provision edge technology.
  • Troubleshoot and resolve technical problems associated with edge software and hardware.
  • Works with operating system configurations, domain policies and security software to prevent edge technology failures, outages, exploits and malfunctions.
  • Called upon to support technology incidents and service outages.
  • Participates in the development and maintenance of procedural documentation associated with the management, deployment and security of edge technology.
  • Make recommendations regarding the implementation of technology configurations.
  • Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for edge technology problem prevention.
  • Provide tier one Audio Visual classroom support.
  • Work with the Tier One team and the incident tracking system to establish operational workflows and priorities.

Experience:

  • 3+ years of Managed computer support in High Ed/ is preferred but not required
  • 2+ years understanding of the installation and configuration of current Microsoft and Apple operating systems
  • 2+ years knowledge of networking and Domain relationships
  • 2+ years’ proficiency at testing and implementing new software programs for edge technology
  • Provide excellent customer service for incident resolution to complex support problems.
  • 2+ years’ experience multi-tasking and prioritizing projects effectively
  • 2+ years’ experience working successfully with non-technical customers
  • 2+ years’ experience communicating verbally and in a written form to support customers
  • Will need at least 3 years of experience
  • Will be deploying SCCM Images, closing tickets, good documentation skills
  • Will be managing technical issues and providing deskside support
  • Will need some mobile technology exp (sinking mail between desktop & iPhone)
  • Understand of Active Directory and SQL
  • Will be working with their Tier 2 Support staff
  • No degree required
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