Mid-Level Support Center Analyst
hace 5 días
Innova Solutions is seeking a highly motivated and experienced Mid-Level Support Center Analyst to join our team. As a key member of our support team, you will be responsible for providing technical support to our customers and ensuring that their issues are resolved in a timely and efficient manner.
Key Responsibilities- Escalation Management: Handle escalations as needed, including both internal and external issues.
- Knowledge Sharing: Turn over to Support any changes related to new projects, ensuring that the team can effectively support the enhanced Infrastructure/Environment.
- Ticket Data Quality: Collaborate with the Support Manager to improve ticket data quality.
- Outstanding Ticket Queue: Work the outstanding ticket queue with an emphasis on more difficult tickets or ticket escalations.
- Incident Response: Lead the Incident Responses process, as requested.
- Release Testing: Support release testing.
- Process Improvement: Propose Support process and method improvements.
- On-Call Support: Provide on-call/off-hour support.
- Education: Bachelor's degree, preferably in IT, plus four years' related technical or business experience; or an equivalent combination of education and experience.
- Technical Skills: 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 PC's 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.
- Certifications: A+, MCSE, CSS, and/or HDA certification preferred.
- Experience: 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 Skills: Preferred experience with patch management and configuration manages software (i.e. BigFix).
Innova Solutions offers a comprehensive benefits package, including medical and pharmacy coverage, dental/vision insurance, 401(k), health saving account (HSA), flexible spending account (FSA), life insurance, pet insurance, short-term and long-term disability, accident and critical illness coverage, pre-paid legal and ID theft protection, sick time, and other types of paid leaves (as required by law), employee assistance program (EAP).
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