What are the responsibilities and job description for the Senior Technical Support Analyst position at Avacend Inc?
**MUST BE ONSITE 5 DAYS A WEEK – LEWISVILLE, TX. **Technical Support Analyst - ** Operating systems and utilities, Active Directory, Windows 11; ** Office 365 and all products within suite including Teams; ** Imaging (PXE boot) of laptops and desktops; ServiceNow; ** Networking; memory structure; cloud computing and SaaS applications; hardware and software interfacing; operational needs regarding data communications; user needs analysis; computer hardware and software; applications and user systems; peripherals; computer assembly. **Must have excellent communication, able to work independently, energetic, professional, patient with end users/good customer service skills. **Provide interview availability - Onsite interviews at Lewisville, TX location.
Job Responsibilities
This person will support Ally end users and executives, and the candidate must have experience supporting users in a business professional environment and have Office 365 (and all products within), Active Directory, SCCM, and Tier 2 or Tier 3 support experience to resolve any end user computing issues coming through the ServiceNow Ticketing System. Ability to work independently as well as collaborate with peers for technical resolution assistance. Work performed onsite M-F (8A-5P) with occasional ability for after hours or weekend special projects.
This person will handle troubleshooting of complex issues and may also help to image laptops and deploy/hook up new hire equipment (monitors, docks, etc.).
Qualifications
Required:
Operating systems and utilities, Active Directory, Windows 10 & 11.
Office 365 and all products within suite including Teams.
Imaging (PXE boot) of laptops and desktops.
Service Now.
Networking; memory structure; cloud computing and SaaS applications; hardware and software interfacing; operational needs regarding data communications; user needs analysis; computer hardware and software; applications and user systems; peripherals; computer assembly.
Nice To Have:
Zoom Poly or any other A/V support.
Global Protect VPN.
Data storage and security; agency rules/regulations and policies/procedures.
Call Center environment experience.
Ability to: follow through with problem resolution quickly and communicate status throughout resolution cycle; clearly communicate information/ideas to others, especially in person; assist end users by active listening to understand their problems and quickly identify potential solutions.
