Technical Support Analyst II - Hybrid

Titan America has an immediate opening for a Technical Support Analyst II based at its Deerfield Beach, FL office.

Responsibilities :

• Evaluate, prioritize, and provide technical support for incoming requests made via telephone, email and through user request portals
• Create, update, follow-up, and close out service requests in accordance with published SLAs.
• Troubleshoot and resolve 1st level service desk calls related to assigned technologies (e.g. PC replacement requests)
• Provide 24-7 emergency support at least once per month as part of an on-call rotation
• Escalate calls when appropriate and follow up to ensure resolution
• Place orders for hardware and software, as needed.
• Identify, test, and recommend new technology related to deployment and end user productivity
• Identify and document user procedures needed to minimize or eliminate related service desk requests
• Assist in updating and maintaining current documentation used by IT staff for troubleshooting (e.g. software installation procedures)
• Provide in-person support for users in the Florida and Roanoke region.
• Serve as Backup administrator for end user specific systems (e.g. ServiceNow, SharePoint, PC / App Deployment)
• Travel within the state of Florida / Roanoke / Norfolk with occasional trips within the Southeastern US no more than 20%
• Skills :

customer service, office 365, windows troubleshooting, Microsoft office, active directory, Citrix, network operations, lan wan, thin client, VMware, itil, OneDrive, SharePoint

• Top Skills Details :

customer service,office 365,windows troubleshooting,microsoft office,active directory,citrix

• Additional Skills & Qualifications :

Skills / Knowledge / Experience Requirements :

• Associates Degree in Computer Science or equivalent experience preferred
• A minimum of four years’ experience supporting end users directly as part of a service desk
• Demonstrated knowledge of supporting and troubleshooting Application, Endpoint and Infrastructure related problems
• The top three competencies include outstanding customer service skills, strong IT troubleshooting knowledge and ability to improve current processes
• A positive can-do mindset along with caring ability to help others
• Technical knowledge and proven intermediate troubleshooting focused on end user services (Windows, Office365, Adobe, Printers)
• Intermediate experience supporting Citrix XenApp, XenDesktop, RDS and WYSE terminal environments
• A+ and ITIL certifications and experience using ServiceNow will be considered a plus
• Proven track record for providing best in class customer service
• High degree of patience and ability to positively respond to frequent changes
• Detail oriented and ability to manage ticket load while improving process or participating in projects
• Excellent verbal and written communication skills
• Good Ticket Management skills
• Basic Network Troubleshooting Knowledge.
• Good analytical skills.
• Computer Imaging knowledge.
• Basic active directory knowledge.
• Knowledge in mapping shared drives.
• Service Now ticketing experience or similar.
• 2nd Level O365 Troubleshooting skills
• 2nd Level Mobile Device knowledge
• Strong printer troubleshooting knowledge
• Business Awareness
• Asset Management
• Active Directory (Adding removing users / computers)
• PC Imaging / Deployment
• Able to carry equipment around the office location
• Walk up and down flights of stairs.
• ServiceNow Ticketing experience or similar
• Troubleshooting Antivirus (SentinelOne)
• Cisco Video Conference experience

About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.