Technical Support Analyst – Phoenix

CDI has an exciting opportunity waiting for you! We are looking for exceptional people to help us grow! We have an immediate need for a Technical Support Analyst!

Job Description:

CDI IT Solutions has a great opportunity for a Technical Support Analyst with our client in Phoenix. This is a 1-3 month contract opportunity.

A Technical Support Analyst must have expertise in: Customer Support; desktop software trouble shooting (Operating System and Applications; desktop hardware (desktops, laptops, and tablets) troubleshooting; personal digital assistants (PDAs) troubleshooting; and desktop and network printer troubleshooting.

A Technical Support Analyst must have intermediate knowledge of: Microsoft desktop operating systems; basic computer networking; the OSI model; TCP/IP basics; understanding of common computer viruses; basic network and system administration; and the foundation of basic network security.

The Technical Support Analyst performs technical, administrative and professional support of desktop computers and attached peripherals within our client. Working advanced platforms that support facilities across 21 states, 90+ locations, and 5 call centers.

Responsible for preliminary analysis / troubleshooting, system monitoring of desktops solutions, day to day maintenance and support as required. Provides support for various hardware, software, and equipment issues and problems, as well as service or maintenance for the various desktop equipment and systems.

Key Responsibility Areas:
- Technical Support Analyst will typically spend approximately 60 percent of their time answering calls to the Service Center.
- Technical Support Analyst will typically spend approximately 30 percent of their time working / resolving open Service Desk tickets
- Technical Support Analyst will typically spend approximately 10 percent of their time on other support.
- Install and maintains desktop systems and equipment and insures that systems perform in a manner which meets business needs and objectives.
- Execute routine tasks as well as accepts and resolves escalated support issues from end users.
- Can act as a technical resource and subject matter expert. Serves as a technical resource for the resolution of routine to moderate desktop problems.
- Collaborate with users, vendors, and other technical staff members on the identification, isolation and correction of problems as well as enhancements in desktop systems.
- Can mentor less experienced Technical Support Analysts. Provide formal or informal knowledge sharing regarding the use of new and existing technologies and firm processes.
- Responsible for the installation, maintenance and overall performance (up time, adherence to SLA, etc.) of the desktops.
- Can participate in efforts to define and develop cost effective desktops solutions/enhancements that optimize the balance between business needs and equipment/software capabilities to include: researching, performing cost benefit analysis, recommending and gaining commitments.
- Can participate in the development and implementation of best practices, policies, processes and procedures for the voice department as well as the enterprise.
- Consistently follow standard change management processes. Document and evaluate impact of required changes to the various desktop systems. Plan, schedule and communicate changes to be implemented.
- Consistently follow standard problem management processes. Documents and evaluates incidents and problems on the various desktop systems.
- Can interface with departments regarding desktops issues
- Perform other duties as assigned.

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