at ConvergeOne in Bloomington, Minnesota, United States
Job Description
Technology Support Analyst III
Job Locations
US-MN-Bloomington
Position Type
Regular Full-Time
Requisition ID
2024-5984
Category
Information Technology
C1 Company Overview
C1: 1 Contact, 1 Connection, 1 Choice
C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.
So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.
Overview
Summary
The Technology Support Analyst III is responsible for Tier I and Tier II end users support to include answering calls and tickets from end users with technical questions, providing expert support and troubleshooting of hardware and software. The Technology Support Analyst III is also responsible for finding a resolution for end users in a professional, accurate and timely manner, or gathering all the required information to be escalated to the appropriate teams. The Technology Support Analyst III will work with the Imaging Specialist and perform physical inventory.
#LI-JM1
Responsibilities
Essential Functions
Provides Tier III support, monitors, tests, and troubleshoots hardware and software pertaining to desktop computers
Creates, tests and develops current Workstation images for both Windows and Apple based products
Uses ticketing system to track incidents, service requests and escalates issues
Supports all software applications used by end users
Sets up end user hardware/software and user initialization
Maintains data communications and connectivity for local, remotes office and virtual office users
Performs Active Directory Moves/Adds/Changes
Recommends and schedules workstation repairs and replacements
Manages and maintains end user backup application, if applicable
Manages and maintains end user anti-virus application, if applicable
Provides strong customer service for internal IT teams as well as Business Partners
Works closely with the Server and Networking teams
Ensures successful deployment and upgrades of workstations
Performs computer management and system administration activities
Participates in Continuous Improvement initiatives to ensure process documentation remains relevant
Performs all job functions in a positive, highly professional demeanor
Installs new and/or rebuilds existing laptops and configures hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements
Presents a professional image as a representative of ConvergeOne
Works closely with Compliance group on Security measures as needed
Continues to perform the daily functions of a service desk employee when applicable
Qualifications
Required Qualifications
Must be able to work standing on feet for up to 4 hours per day
Must be able to lift and carry 50 pounds
4 years' Service Desk/Help Desk experience working in a corporate environment
Four years work experience in IT related role supporting in-house and/or remote users
Minimum of 3 years support/engineering experience with the following products:
Windows current version
Enterprise Anti-Virus
Enterprise Hard Drive Encryption
SCCM
Minimum of 4 years' experience with VMware
Image creation
Policy Management
Excellent customer service and phone etiquette
Excellent PC hardware and software troubleshooting skills
Strong analytical , interpersonal, and relationship building skills
Strong sense of urgency and commitment to get the job done
Strong work ethic and personal drive to excel
Exceptional organizational skills and attention to detail
Knowledge of computer based information systems
Ability to adapt to change quickly and multi-task
Desired/Preferred Qualifications
Two-year degree or certification in IT or related field.
Support / engineering experience with the following products:
Blackberry Connect
HP Connected Back-up
Cloud Based Back-up
SCCM
Working knowledge of Networking protocols and firewall configuration
Ability to communicate (orally and written) clearly and effectively
Additional Information
C1 BENEFITS
* 401(k) Plan (35% match per dollar up to 10%)
* Medical Coverage (3 plan options, no network - all providers are covered, includes comprehensive member advocacy; & Kaiser CA plan option)
* HSA + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision
* FSA Plans
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short +... For full info follow application link.
EOE of Minorities/Females/Vets/Disability
