IT - Tech Support Analyst
The Judge Group Inc.

Job Info

Location: Minnetonka, MN
Description: Our client is currently seeking a IT - Tech Support Analyst

FOR IMMEDIATE CONSIDERATION, PLEASE EMAIL YOUR RESUME TO Tbousson@judge.com

RESPONSIBILITES:

- Answer and resolve inbound technical calls at a corporate Help Desk, efficiently and professionally, in a fast paced call center environment

- Troubleshoot applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed

- Follow all escalation procedures according to service level agreement

- Use remote control tool to assist end users when needed

- Provide an accurate record of each call in incident management tracking tool

- Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function

- Act as a technical resource to others to resolve problems, issues, errors or related

- Anticipate customer needs and proactively identifies solutions

- Plan, prioritize, organize and complete work to meet established objectives

- Utilize application-monitoring tools to proactively identify issues and/or utilize to triage and resolve issues.

- Collaborate with client engagement teams to ensure optimal monitoring solutions are implemented and maintained.

IMPORTANT: This position will cover an opening on our weekend shift (11:00 PM to 1:20 PM CST Friday - Sunday) to cover contractual requirements. This position is an office-based role but they will be allowed to work-at-home to start (and until further notice) due to COVID-19. Once COVID-19 restrictions are lifted, it is expected that they report to the office.

Required Qualifications:

- Bachelor's Degree or higher level of education or relevant experience

- 5 or more years of experience with PC operating systems including Windows NT, 2000 and XP

- 3 or more years of experience in a customer service role

- 3 or more years of Technology Support experience, including advanced level of triaging

- 1 or more years of experience with maintenance and operations (M&O) support

- Experience with ServiceNow, Operations Bridge Manager (OpsBridge Manager), Interlink, SiteScope, APM, and Dynatrace are a plus (but not required).

- Experience with MS Office (including Word, Excel and PowerPoint)

- Support/Help Desk experience with good customer service skills and critical thinking capabilities

Contact: tbousson@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com