Technical Support Analyst

Winston-Salem, NC 27101

Posted: 05/17/2019 Employment Type: TempToFT Industry: IT & Software Development Job Number: 94453
Our client, a global clinical trial technology company, is seeking a Technical Support Analyst to add to their team! This Temp to Hire opportunity is located in Winston-Salem, offering a competitive pay rate, and has a day shift working schedule. The Technical Support Analyst is responsible for providing front-line primary technical support to end users, handle various technical issues and problems relating to hardware and software, and responsible for documenting and resolving service tickets in a timely manner. The ideal candidate will have previous technical support, help desk, or IT experience. Candidates must also have experience using a ticketing system, and the ability to learn a variety of technical topics quickly, including how systems function and the roles they perform from the user perspective. If you are interested in this great career opportunity and meet the requirements below, Apply Today!

Responsibilities:
- Collect accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution
- Manage users expectations in a professional, knowledgeable and persuasive manner
- Provide exceptional Tier I technical assistance and solutions to external users problems and requests
- Own issues from receipt through closure with a sense of urgency for exceptional customer service and optimal time to resolution
- Communicate urgent customer situations when further assistance is needed; escalate appropriately, quickly and effectively
- Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience
- Perform user and training account creation and management
- Create training and how-to articles/documentation
- Assist with equipment provisioning activities such as receiving, imaging, shipping and repairing equipment as needed

Qualifications:
- Associates degree and at least 1 years experience in a busy, customer-focused IT support role
- Proven ability to solve problems in a logical, quick, and efficient manner
- Effective work prioritization and the ability to work under pressure
- Outstanding verbal and written communication skills and driven customer service skills
- A keen interest in IT, from home hobbyist to IT professional
- Knowledge of Windows 7, 8, and 10
- Helpdesk ticketing system(s) experience (such as Zendesk, etc.)
- Experience with basic networking, Wi-Fi, and understanding or hands-on experience with SQL and/or JSON preferred
- Cisco CCNA or Microsoft MCSE preferred
- Experience using an MDM or remote monitoring & management tools preferred
- Experience working with vendors and/or integration partners preferred

Submit your application or resume online, or in person at 1292 S. Stratford Rd. Winston-Salem, to be considered for this position. For additional information, please call or text our office at 336.896.1000.

When applying please select ' WS_Clerical' when asked to select a Branch to begin
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