Sr Analyst I Technical Supp-Remote
Company: Advantage Sales & Marketing LLC dba Advantage Solu
Location: Grand Rapids
Posted on: June 26, 2022
Job Description:
Senior Analyst I Technical Support- Remote -At our Company, we
grow People, Brands, and Businesses! We are seeking a talented
Senior Analyst 1 for Technical Support who will be the primary
source of Tier 2 computer and other technology support for -Company
associates and may sometimes assist external clients with access to
-Company systems. Support largely includes remote, phone and
web-based helpdesk support, as well as some in-person support of
associates in the Sr Analyst I Technical Support's assigned office.
This is a Tier 2 technical support position. The successful
candidate is expected to have advanced troubleshooting skills and
the ability to utilize multiple resources to determine the final
resolution to technical support issues. -Take this opportunity to
join North America's leading business solutions provider and build
your career working with amazing people in a growing industry!
Apply today! -What we offer:Full-Time Benefits (Medical, Dental,
Vision, Life)401(k) with company matchTraining and Career
DevelopmentGenerous Paid Time-OffResponsibilities:
Maintain a high customer service
level by assisting end users (both internal and external) with
systems, software applications, and other technical-related
issues.Assist internal and external customers remotely over the
phone, through email, and other communications media. Use remote
desktop support software to view and interact with the remote
user's computer or mobile device.Repair/install/maintain PC and
mobile device hardware and software as needed to ensure user
productivity.Engage in in-depth research on technical issues to
assist associates, external customers, and other Technical Support
Analysts.Ensure PC communication and connectivity to LAN/WAN,
including connectivity to servers, printers, and the Internet is
current and working.Enter and manage helpdesk tickets to document
work for all services provided.Qualifications:
Associate's Degree required;
Bachelor's Degree or equivalent experience is preferred; Experience
in Information Systems, A+ certification is required, and Network+
certification is a plus3-5 years of experience in customer service
is requiredExcellent customer service orientationStrong written
communication and verbal communication skillsAbility to understand
and follow specific instructions and proceduresKnowledge of the
following communication and connectivity systems required:
Microsoft TCP/IP, networking protocols, network printing/printer
troubleshooting, file sharing, Internet application connectivityThe
Company -is one of North America's leading sales and marketing
agencies specializing in outsourced sales, merchandising, category
management and marketing services to manufacturers, suppliers and
producers of food products and consumer packaged goods. -The
company services a variety of trade channels including grocery,
mass merchandise, specialty, convenience, drug, dollar, club,
hardware, consumer electronics and home centers. We bridge the gap
between manufacturers and retailers, providing consumers access to
the best products available in the marketplace today. -Position
Summary -The Sr Analyst I Technical Supp.1.0 is the primary source
of Tier 2 computer and other technology support for the Company
associates and may assist external clients with access to -Company
systems. Support largely includes remote, phone, and web-based
helpdesk support, as well as some in-person support of associates
in the Sr Analyst I Technical Supp.1.0's assigned office. This is a
Tier 2 technical support position. The Sr Analyst I Technical
Supp.1.0 is expected to have advanced troubleshooting skills and
the ability to utilize multiple resources to determine the final
resolution to technical support issues. -Essential Job Duties and
Responsibilities -Systems Maintenance, Management, and Repair
- Maintain a high customer service level through assisting end
users (both internal and external) with systems, software
applications, and other technical-related issues.
- Assist internal and external customers remotely over the phone,
through email, and other communications media. Use remote desktop
support software to view and interact with the remote user's
computer or mobile device.
- Repair/install/maintain PC and mobile device hardware and
software as needed to ensure user productivity.
- Engage in in-depth research on technical issues to assist
associates, external customers, and other Technical Support
Analysts.Communication/Connectivity
- Ensure PC communication and connectivity to LAN/WAN, including
connectivity to servers, printers, and the Internet are current and
working.General Administration
- Enter and manage helpdesk tickets to document work for all
services provided.Supervisory Responsibilities -Direct Reports
-This position does not have supervisory responsibilities for
direct reports -Indirect Reports -This position does not have
guidance or mentoring responsibilities for indirect reports -Travel
and/or Driving Requirements
- Travel and Driving are not essential duties or functions of
this job -Minimum QualificationsThe following are the minimum
job-related qualifications which an individual needs in order to
successfully perform the essential duties and responsibilities of
the job -Education Level
- (Required): Associate's Degree - - - - - - -
- (Preferred): -Bachelor's Degree - - - - - - - - - - - - - - - -
-Field of Study/Area of Experience: - Information Systems, A+
certification is required, and Network+ certification is a plus.
- 3-5 years of experience in customer service is required.Skills,
Knowledge, Abilities, and Software/Tools
- Excellent customer service orientation
- Strong written communication and verbal communication
skills
- Ability to understand and follow specific instructions and
procedures
- Ability to ensure a high level of service and quality is
maintained
- Knowledge of the following communication and connectivity
systems required: Microsoft TCP/IP, networking protocols, network
printing / printer troubleshooting, file sharing, Internet
application connectivity
- Strong computer skills including proficiency with Microsoft
Word, Excel, PowerPoint, Access, Outlook, and
web-browsersEnvironmental & Physical Requirements -Office /
Sedentary Requirements -Incumbent must be able to perform the
essential functions of the job. - Work is performed primarily in an
office environment. Typically requires the ability to sit for
extended periods of time, ability to hear the telephone, ability to
enter data on a computer and may also require the ability to lift
up to 10 pounds. -Additional Information Regarding -The Company Job
Duties and Job Descriptions -Job duties include additional
responsibilities as assigned by one's supervisor or other manager
related to the position/department. This job description is meant
to describe the general nature and level of work being performed;
it is not intended to be construed as an exhaustive list of all
responsibilities, duties and skills required for the position. -The
Company reserves the right at any time with or without notice to
alter or change job responsibilities, reassign or transfer job
position or assign additional job responsibilities, subject to
applicable law. - The company -shall provide reasonable
accommodations of known disabilities to enable a qualified
applicant or employee to apply for employment, perform the
essential functions of the job, or enjoy the benefits and
privileges of employment as required by the law. -Any estimate,
schedule, or guideline provided to associates in this job
description or elsewhere in connection with their jobs is only
intended to help describe job duties and for planning purposes.
-Regardless of any such estimate, schedule, or guideline,
associates must always record all time worked for our company
(which includes but is not limited to on-site work time in an
assigned store, office, or other work location; required waiting
time; administrative time; and work-related travel time).The above
statements are intended to describe the general nature and level of
work being performed by people assigned to this position. They are
not intended to be an exhaustive list of all responsibilities,
duties and skills required of associates so classified.The Company
is committed to providing equal opportunity in all employment
practices without regard to age, race, color, national origin, sex,
sexual orientation, religion, physical or mental disability, or any
other category protected by law. As part of this commitment, the
Company shall provide reasonable accommodations of known
disabilities to enable an applicant or employee to apply for
employment, perform the essential functions of the job, or enjoy
the benefits and privileges of employment as required by the
law.
Keywords: Advantage Sales & Marketing LLC dba Advantage Solu, Grand Rapids , Sr Analyst I Technical Supp-Remote, IT / Software / Systems , Grand Rapids, Michigan
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