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Analyst Technical Support

Company: Bravo Technical Resources
Location: Pompano Beach
Posted on: February 15, 2019

Job Description:

Analyst Technical Support \r\r

BravoTECH, a leader in IT staffing and staff augmentation services, seeks Analyst Technical Support for our preferred client in their Deerfield Beach, FL location. The qualified candidate will possess 4+ years of experience. \r\r Description: \r\r Responsibilities: \r\r

    \r
  • Evaluate, prioritize and provide technical support for incoming requests made via telephone, email and through user request portals \r
  • Create, update, follow-up, and close out service requests in accordance with published SLAs. \r
  • Troubleshoot and resolve 1 st and 2nd level service desk calls related to assigned technologies (e.g. PC replacement requests) \r
  • Provide 24-7 emergency support at least once per month as part of an on-call rotation \r
  • Escalate calls when appropriate and follow up to ensure resolution \r
  • Place orders for hardware and software, as needed and manage leasing schedules \r
  • Identify, test, and recommend new technology related to deployment and end user productivity \r
  • Identify and document user procedures needed to minimize or eliminate related service desk requests \r
  • Assist in updating and maintaining current documentation used by IT staff for troubleshooting (e.g. software installation procedures) \r
  • Provide in-person support for users in the region \r
  • Serve as program lead for assigned IT services (e.g. software license management) \r
  • Serve as primary administrator for end user specific systems (e.g. ServiceNow, SharePoint, PC/App Deployment) \r
  • Travel within the state of Florida with occasional trips within the South Eastern US no more than 20% \r \r\r Skills/Knowledge/Experience Requirements: \r\r
      \r
    • Associates Degree in Computer Science or equivalent experience preferred \r
    • A minimum of two years experience supporting end users directly as part of a service desk \r
    • Demonstrated knowledge of supporting and troubleshooting Application, Endpoint and Infrastructure related problems \r
    • The top three competencies include outstanding customer service skills, strong IT troubleshooting knowledge and ability to improve current processes \r
    • A positive can-do mindset along with caring ability to help others \r
    • Technical knowledge and proven advanced troubleshooting focused on end user services (Windows, Office365, Adobe, Printers) \r
    • Intermediate experience supporting Citrix XenApp, XenDesktop, RDS and WYSE terminal environments \r
    • A+ and ITIL certifications and experience using ServiceNow will be considered a plus \r
    • Proven track record for providing best in class customer service \r
    • High degree of patience and ability to positively respond to frequent changes \r
    • Detail oriented and ability to manage ticket load while improving process or participating in projects \r
    • Excellent verbal and written communication skills \r
    • Ability to understand business requirements and recommend valuable solutions \r \r\r

      \r\r

      \r - provided by Dice Adobe, Analyst, Business Requirements, Citrix, Customer Service, Hardware, Management, PC, Windows

      Keywords: Bravo Technical Resources, Miami , Analyst Technical Support, IT / Software / Systems , Pompano Beach, Florida

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