Senior Support Center Analyst
hace 14 horas
Innova Solutions is seeking a highly motivated Senior-Level Support Center Analyst to join our team.
Key Responsibilities:
- Handle escalations as needed, including both internal and external.
- Turn over to Support any changes related to new projects, ensuring seamless support for the enhanced Infrastructure/Environment.
- Collaborate with the Support Manager to improve ticket data quality.
- Work the outstanding ticket queue with an emphasis on more difficult tickets or ticket escalations.
- Lead the Incident Responses process, as requested.
- Support release testing.
- Propose Support process and method improvements.
- Provide on-call/off-hour support.
Requirements:
- Bachelor's degree, preferably in IT, plus four years' related technical or business experience; or an equivalent combination of education and experience.
- At least four years' experience with Windows operating system and Microsoft Office.
- Extensive experience with Windows operating system and Microsoft Office.
- Must have extensive experience installing and configuring PCs and software.
- Extensive experience troubleshooting hardware and software issues.
- Experience managing wireless telecom, including plan, device support, device selection, and MDM.
- Must have a good working knowledge of various software products used by the Support Center.
Preferred Skills:
- A+, MCSE, CSS, and/or HDA certification preferred.
- Experience with Logistics systems preferred and business processes (e.g., Warehousing, Transloading, Intermodal, Truckload, LTL, Pricing or CHB) – or compensating exceptional technical skills and experience.
- Preferred experience with patch management and configuration manages software (i.e. BigFix).
Benefits:
- Innova Solutions offers benefits (based on eligibility) that include medical & pharmacy coverage, dental/vision insurance, 401(k), health saving account (HSA), and flexible spending account (FSA), life insurance, pet insurance, short-term and long-term disability, accident & critical illness coverage, pre-paid legal & ID theft protection, sick time, and other types of paid leaves (as required by law), employee assistance program (EAP).
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