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Support Center Analyst

Support Center Analyst

Location  USA, Baltimore

The Tier I support team serves as the single point of contact for KLIK solutions MSP to answer phone calls and emails. The Support Team is expected to open incidents, or service request records using the ConnectWise ticketing system for all calls, emails, voicemails.

Position Responsibilities:

Provide helpdesk / technical support for local and off-site users

Manage and monitor problem tickets, analyze incidents and determine support required

Apply diagnostic techniques to identify problem, investigate cause and recommend solution

Maintain database utilizing ticketing system of calls and messages requesting assistance

Maintain and monitor incident records in system and assist towards achieving resolution when reviewing incident records

Provide feedback on issues for team knowledge database

Document IT requests in tracking 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

Troubleshoot, analyze, resolve, track, escalate and document technical problems

Incidents will be resolved on first contact when possible using the supported remote desktop control application as appropriate

Resolve customer issues within 20-minute timeframe or escalate for resolution (Tier 1, Tier 2, Tier 2 or Technical Services)

Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps

Assist and participate on new project(s) testing and deployment/delivery

Respond to users in friendly and professional manner, ensuring all responses given are technically accurate, documented, updated, and closed per SLA’s

Candidate Experience Requirements:

A minimum 2 years’ experience in a Help Desk / IT Support role is required

Sound knowledge of computer hardware/software, mobile devices, operating systems, and networking related technologies is required

Knowledge of MS Office Suite (Outlook, Word, PowerPoint, Excel), MS Exchange, Active Directory, and mobile devices (Android)

Excellent verbal and written communication skills, phone etiquette, data entry

Must be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism always

Flexible M-F schedule, occasional Saturday-Sunday on rotating basis

We offer:

Work with modern technologies

Opportunity for personal and professional growth

Paid vacation and sick leave

Reasonable reimbursement of taxi when working at night

**Candidates who possess their MCP (Microsoft Certified Professional), CompTIA A+ and/or HDI certifications are preferred (OR able to obtain within 6 months of hire). Fill out the form above the submit your Resume.***