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Field Support Analyst

Field Support Analyst

Spectraforce TechnologiesCleveland, OH, United States
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Job Title : Field Support Analyst

Duration : 3 Months (Potential to convert to FTE)

Location : Cleveland, OH

Resource's typical working day :

  • Working with Desk side support
  • Answering technical support issues
  • Working tickets
  • Assisting with the distribution of hardware across the country
  • Proactive customer service

Description :

  • A minimum of two to three years of related experience and / or training. A+ PC Technician; Both Network + and Dell Hardware certification is a plus Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding.
  • Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and / or supervisor.
  • Ability to effectively present information to an internal department and / or large groups of employees. Requires knowledge of financial terms and principles.
  • Ability to calculate intermediate figures such as percentages, discounts, and / or allocations. Ability to comprehend, analyze, and interpret situations. Ability to solve problems involving several options.
  • Requires strong analytical and quantitative skills. Exceptional Customer Skills required. Oversees the daily operations for a specified location including software, hardware, tape backups, phone administration, and the local area network.
  • Provides level I & II end-user support for software and hardware issues. Oversees the daily operations of the local area network. Installs and upgrades Microsoft Windows operating systems including standard business applications and associated peripherals. Troubleshoots Desktop Virus and malware issues Maintains a daily backup of all network files.
  • Performs service administration tasks for software and hardware products to ensure manufacturer warranty. Troubleshoots any software and hardware problems through debugging, testing, and vendor assistance. Provides recommendations of program changes to correct software problems. Assists in the purchasing of new computer equipment and peripherals for a specified location.
  • Performs software and hardware inventory. Basic Administration of Phone and Voicemail systems for site. Performs other duties as assigned.
  • No formal supervisory responsibilities in this position.
  • May provide informal assistance such as technical guidance and / or training to coworkers. May coordinate work and assign tasks. Decisions made with general understanding of procedures and company policies to achieve set results and deadlines.
  • Errors in judgment may cause short-term impact to co- workers and supervisor.

    • Systems / Software proficiencies :

  • Windows 11
  • Office 365
  • InTune
  • Azure
  • Active Directory
  • Imaging Process

    • Certifications / Licenses :

  • Microsoft Certification preferred

    • Top Must have Skills :

  • Great Customer Service Skills
  • Ability to communicate with client

    • Top Nice to have Skills :

  • Willingness to learn
  • Team Player
  • Able to collaborate

    • Years of Experience needed :

  • 2-3 years IT experience
  • 5+ years in customer service

    • Level of Education :

  • H.S. Diploma with technical experience

    • Interview Process :

  • Techinical phone screen
  • Culture interview (Teams)
  • On-Site meeting
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    Field Support Analyst • Cleveland, OH, United States

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