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Tech Support Analyst

Hartford, CT | Fully Remote

Posted: 01/27/23 Category: Accounting/Finance, IT Support Job Number: 18964

Job Description

Position: Tech Support Analyst
Location: Remote
Job Type: Contract
Duration: 6 months

Job Description

This position will perform and deliver on routine assignments for his/her assigned area(s) of responsibility independently in accordance with established procedures/guidelines. S/he will remotely provide a full range of technical service and support to include hardware, software, network and applications.

  • Serves as the first point of contact for users seeking technical assistance over the phone.
  • Delivers routine work independently, in accordance with established procedures and guidelines, in a timely manner and meets deadlines appropriately.
  • Makes routine and non-routine decisions under close supervision, applying limited discretion within role except for matters of significance which affect the business as a whole or a significant part of it, in accordance with established procedures/guidelines.
  • Performs remote troubleshooting by applying core knowledge obtained from the role and acquires increasingly more knowledge to apply in the role.
  • Provides support for ongoing training of new users via the phone.
  • Escalates network, application and telecommunication issues to maintain the highest level of system availability for the business.
  • Promptly opens tickets, checks and logs all calls on support activity and resolution in the incident management system.
  • Troubleshoots problems on devices such as desktop/laptop computers, direct and network printers.
  • Provides tier-1 support for VPN connected client-to-site connections.
  • Provides support to employees and contractors in resolving escalated technology issues in a timely fashion.
  • Prioritize and manage service support requests in line wit expected service level targets.
  • Meeting or exceeding defined objectives and metrics (first call resolution, average call duration, average tickets per hours.)
  • Responds to, diagnoses and resolves problems and tickets that are assigned via the Service Desk or directly from the user community. Includes routine problem recognition, research, isolation and resolution.
  • Provides support of company-owned and personal mobile devices including iPads, iPhones, and Androids.
  • Actively participating in team meetings to share knowledge and improve processes.
  • Communicates effectively and provides customer service to internal customers, recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to meet those needs on routine work independently.
  • High School diploma or GED or Associate degree in lieu of required experience.
  • 1+ Years of experience in direct end user and software/hardware support including Microsoft systems and support. (Required)
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Proficiency with ITSM system.
  • Solid understanding of Microsoft' s and Window' s desktop operating systems and registry support.
  • Solid understanding of networking configuration on workstations (DNS, TCP/IP and other network concepts)
  • Proficiency with Windows account management within an Active Directory environment.
  • Proficiency in understanding and troubleshooting Microsoft Office Applications, OWA, and Exchange.

Queen Consulting Group is an equal opportunity employer. Our goal is to promote an environment that helps our employees and clients appreciate the benefits that diversity provides.

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Grace Ancona

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