7 days old
2018-01-102018-02-07

Technical Support Analyst

Cedar Rapids, IA 52402
  • Job Code
    592532
  • Payrate
    $22 To $25

TECHNICAL SUPPORT ANALYST


We have an exciting opportunity for an experienced Technical Support Analyst with a strong background in customer service and end user support (hardware, software, general IT) on a 12 month contract assignment, with a potential for extension and/or direct hire.


JOB DESCRIPTION:


This position will work in the IT Service Center and is an exciting opportunity for someone with a technical background that has excellent customer service skills and is willing to go above and beyond to service end user requests. This is a fast paced environment and will support everything from software, hardware, and general user requests.


Job Responsibilities


- Work with end users on a variety of different IT related issues


- Able to troubleshoot and resolve common problems using tools and documentation. Familiar with tier 1/tier 2 support, ITSM processes and escalation process.


- Will work with other members of Information Technology organization as part of cross functional team.


- Executes on deployment plans and operational activities such as patching, upgrades, etc. (i.e.) follows Operational "Run Book" for Service Offering(s)


- Assists with documenting customer and derived technical requirements for end user requests


- Works with end user to understanding their concerns and executes the right solutions to meet their needs


- Works primarily within the immediate work group. Works under regular supervision.


- Handles requests from customers and maintains and updates records and/or tracking databases and provides status updates to customers on a regular basis.


- Interact with or route requests to third-tier technical specialists to provide resolution or root cause analysis.


- Demonstrate professionalism and good customer service skills when working with internal and external customers. Use effective listening techniques to identify customer need. Establish methods to deal with various customer behaviors. Applies strategies to build rapport with customer and peers. Leverage knowledge, experience, and/or historical information in fulfilling service requests.


- Follow established guidelines for recording service requests, providing status updates to customers and updating appropriate informational databases.


- Answers client's inquiries concerning systems operation; diagnoses system hardware & software. Recommends and implements remedial actions to correct problems based on the knowledge or systems operation.


- Perform IT hardware and software troubleshooting to get the customer back up and running


Job Skills


Analysis - Understands elementary problem-solving techniques.


- Cooperation - Understands the value of cooperating with coworkers. Team work is essential to success.


- Coordinating - Understands how to disseminate internal information.


- Customer Service Orientation - Knowledgeable regarding the process of interacting with customers to provide positive experience and issue resolution.


- Dependability - Understands company basic rules, policies, and procedures.


- Judgment - Appreciates the importance of basing decisions on factual information and sound logic.


- Relationships - Understands the importance of remaining compassionate and empathetic when dealing with the problems of others.


- Drive - Understands the value of approaching work with enthusiasm.


- Listening - Understands fundamental communication styles and techniques.


- Stress Tolerance - Understands the importance of staying calm and relaxed under pressured situations.


- Time Management - Maintains an organized daily calendar.


Basic Qualifications


-Associates degree in appropriate discipline plus 3-5 years of related IT experience or HS Diploma plus 5 years of related IT experience

Categories

  • Information Technology

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Technical Support Analyst

Randstad Technologies
Cedar Rapids, IA 52402

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Technical Support Analyst

Randstad Technologies
Cedar Rapids, IA
US

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