Technical Support Analyst (Remote)

Our History:

From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nation-wide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record.

Who We Are:

Conexess is a full-service staffing firm offering contract, contract-to hire, and direct placements. We have a wide range of recruiting capabilities extending from help desk technicians to CIOs. We are also capable of offering project-based work.

Conexess Group is aiding a large healthcare client in their search for a Technical Support Analyst in a remote capacity. This is a long-term opportunity with a competitive compensation package.

Responsibilities:

• Provide basic colleague technical support including but not limited to:
• Computer hardware diagnostic, troubleshooting, configuration, and refresh.
• Software installation and troubleshooting.
• Voice and video network diagnostic and repair.
• Mobile device configuration, training, and diagnosis.
• Recovery testing to confirm availability of systems where outages have occurred.
• Manage basic ticket workflows including but not limited to:
• Escalating unresolved issues in a timely manner.
• Maintaining and tracking inventory of hardware in the appropriate systems.
• Documenting and tracking status of colleague inquiries, coordinating appropriate response.
• Proactively setting expectations with colleagues.
• Following up to ensure colleague satisfaction.
• Provide proactive support, maintenance, and innovation including but not limited to:
• Implementing approved operating system enhancements.
• Recommending system modifications to reduce colleague problems.
• Interacting with other support groups to restore service and /or identify and correct colleague computing problems.
• Identifying process improvement opportunities and supporting continuous improvement initiatives under direction of your supervisor.
• Perform other duties and responsibilities, as assigned.

Qualifications:

• Associate degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded.
• A+ certification or equivalent combination of education, training, and experience.
• Strong knowledge of the following is preferred.
• Microsoft operating systems and Microsoft Office.
• Apple hardware and operating systems.
• Networking switches and data networks.
• IP telecommunications systems.
• Audio Visual Systems.
• Capability to analyze problems and use sound judgement for determining solutions.
• Ability to clearly communicate with customers and other IT staff.
• At least 1 Year PC/LAN technical or equivalent experience preferred.
• Aptitude for providing strong customer service through interactions and communications, verbally and written.
• A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.
• Willingness for continuing enhancement of technical skills through education/seminars and interaction with other IT disciplines.