Support Center Analyst
Location USA, Baltimore / Remote
Role and Responsibilities:
Provide Tier I technical support to customers
Monitor and provide initial triage of all incidents and requests tickets to determine support required
Work with third party vendors for application/hardware support
Apply best practice troubleshooting techniques to identify problem, investigate cause, and recommend solution
Document incidents and requests in ConnectWise managed ticket system, record actions, and follow up on deferred actions
Keep customers informed of progress and status of calls/tickets throughout resolution
Collaborate with customers and co-workers to diagnose and resolve problems
Ensure ticket queue has accurate statuses on tickets
Troubleshoot, analyze, resolve, track, escalate and document all incidents and request
Resolve incidents on first contact when possible, leveraging the supported remote desktop control application and other systems as appropriate
Resolve customer issues within SLA MTTR timeframe or escalate for resolution following documented escalation procedures and process
Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps
Assist and participate on new projects from the Support Center Manager when assigned
Respond to users in friendly and professional manner, ensuring all responses given are technically accurate, documented, updated, and closed per SLAs.
Maintain all Support Center metrics and KPIs
Create/Update Internal Documentation System
Required to have excellent interpersonal skills and communication skills
Occasional On-Site work for Service Tickets and/or Project Related Tasks
Provide On-Call Support as part of rotation
What you bring to the role:
A minimum of 2 years of experience in a Helpdesk / IT Support Center role
Must have an in-depth understanding of Windows Desktop Operating Systems & basic MacOS experience
Basic knowledge of Windows Server Operating Systems and Roles, including but not limited to: Active Directory, DNS & DHCP, File Shares, RDP/RDS Environments
Experience with Microsoft Office 365: adding/removing users, assigning licenses, managing groups and shared mailboxes, etc.
Basic knowledge of network troubleshooting & investigation, including but not limited to: Switches, Firewalls, Access Points. Utilizing Network Monitoring Solution or individual device’s GUI & CLI
Sound knowledge of computer hardware/software, mobile devices, operating systems, and network related technologies
Excellent verbal and written communication skills, phone etiquette, data entry, and soft skills
Must be customer focused and service oriented, attentive to details, with ability to multitask and act with professionalism always.
Flexible schedule required Monday through Sunday.
Microsoft Certified Professional, CompTIA A+ and/or HDI certifications are a plus
Familiar with the ConnectWise Suite (Manage, Automate, ScreenConnect), Sophos Firewalls & Endpoint Protection, ESET, Auvik, ITGlue is a plus.
Work with modern technologies
Opportunity for personal and professional growth
Paid vacation and sick leave
Reasonable reimbursement of taxi when working at night