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Job Summary
Innova Solutions is seeking a highly motivated and experienced Senior-Level Support Center Analyst to join our team. As a key member of our support center, you will be responsible for providing top-notch technical support to our clients.
Key Responsibilities:
- Handle escalations as needed, including both internal and external issues.
- Collaborate with the Support Manager to improve ticket data quality and work the outstanding ticket queue with an emphasis on more difficult tickets or ticket escalations.
- Lead the Incident Responses process, as requested, and support release testing.
- Propose Support process and method improvements to enhance our support center's efficiency and effectiveness.
- Provide on-call/off-hour support to ensure seamless service delivery.
Requirements:
- Bachelor's degree in IT or a related field, plus four years' related technical or business experience.
- At least four years' experience with Windows operating system and Microsoft Office.
- Extensive experience installing and configuring PCs and software, troubleshooting hardware and software issues, and managing wireless telecom.
- Good working knowledge of various software products used by the Support Center.
- Preferred experience with Logistics systems, business processes, patch management, and configuration management software.
Benefits:
- 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).
Pay Range: $454,000 - $534,000 Per Year. Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.
