Technical Analyst – 429465
JOB DETAIL
OUR GOAL:
Treat our consultants and clients the way we would like others to treat us — we are honest, stay true to our word, and work in the best interest of our clients, consultants, and candidates. Many say they work this way, but few actually do. We are a company that does. Additionally, we bring joy to the world of IT staffing and IT recruiting by making the hiring experience memorable, fun, and different.
OUR MISSION:
Find and provide the best talent for clients and excellent career opportunities for consultants and candidates — whom we treat as part of our team. Interested in joining our team? Check out the opportunity below and apply today!
Reference: 429465
Our client is seeking a Technical Analyst contractor with a broad skillset and a background in this field preferred. The role, under supervision of the Manager, Service Support, is responsible for troubleshooting desktop, application, and mobile device problems; determine if solution is known and publish resolutions or workarounds in ServiceNow Incident, Problem or Knowledge management.
Responsibilities:
- Provides support for client team and crew members to include in-house application, PC, laptop, peripherals, iPhones, iPad and other telecommunications devices/supplies for all subsidiaries.
- Provides superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems.
- Escalates reports of chronic or unresolved problems to the appropriate team lead or manager.
- Provides timely updates to internal teams as well as business/stakeholder communications on issues reported.
- Responsible for maintaining a knowledge-based system of common reported problems and resolutions and may be requested to perform ancillary tasks such as: attendance to meetings, RFC notification emails, contributing to Knowledge Management, etc.
- 60%:
- Answers inbound phone calls and emails during an assigned shift in a 7x24x365 global Help Desk.
- Provides technical assistance and problem resolution for employees requesting help on computer or network related issues or questions in a courteous, professional, thorough and concise manner.
- Demonstrates a commitment to providing superior customer service.
- Adherence to time and metric’s tracking is required.
- Manages customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and Shared IT.
- 35%:
- Follows up on open tickets and confirms successful resolution with the client.
- Creates and maintains user accounts and access privileges for Active Directory (Windows 10) and application systems
- Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps.
- 5%:
- Assists on Help Desk related projects and activities as assigned by management.
Requirements:
- Minimum 2 years information technology experience supporting inbound customer requests
- Availability to work a weekend day shift (Saturday or Sunday; never both)
- Proficiency with Microsoft operating systems (Windows 10), Apple iOS, Microsoft Office, and Microsoft desktop applications
- Proficiency with Active Directory, Apple Mobile Products, Mobile Device Manager (MDM) and Microsoft Outlook/O365 administration
- Minimum 2 years’ experience in a fast-paced help desk or customer service environment required
- In depth familiarity with various telecommunications devices and technology
- Excellent listening, questioning, and customer service skills
- Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned
- Ability to maintain composure, tact and effectiveness under stressful conditions
- Ability to organize information, efficiently manage time and balance multiple priorities
- Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience
- Experience with troubleshooting end user software issues
ABOUT REVEL IT:
Revel IT (formerly known as Fast Switch) is one of the fastest-growing, privately held, IT Staffing companies in the nation. Our client base includes 32% of the Fortune 25. We have major offices in Dublin, OH, Phoenix, AZ, Los Angeles, CA, and Austin, TX and are rapidly expanding into new markets from coast to coast.
WHY REVEL IT:
- In addition to standard health and 401k benefits, we offer referral bonuses and training/continuing education opportunities.
- 5-year client retention: 99%
- No. 1 supplier with customers: 53%
- Top 3 supplier with customers: 77%
- Consultant retention: 94%
We do our jobs in a way that brings delight every day to our clients and the people who work with us. Life is simply too short to grind through every day as a small cog in a huge recruiting machine. As a young and high energy company, we aim to help consultants and candidates land fulfilling jobs that offer real career growth.
