What are the responsibilities and job description for the Unified Communications Analyst position at Reliance Matrix?
Job Responsibilities and Requirements
Responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. Responds to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. Provides effective and timely resolution of users’ problems, queries or complaints.
Duties and Responsibilities:
- Set up new hires. This includes creating AD accounts, granting correct security access, setting up computer equipment, setting up desk phone, working with the user on the first day to get logged into their computer.
- Grant additional access to employees according to IS checklists, which requires knowledge of most RSL applications to some degree to make sure the correct level of security is assigned.
- Assign IS checklist and monitor their status, including following up with various departments.
- Create and manage Exchange Shared Mailboxes and Distribution lists
- Work on various Audit requests
- Setup email on user’s personal phone
- Troubleshoot various user access issues
- Troubleshoot desk phone issues
- Assist with testing and support of SailPoint
- Setup new equipment for users if equipment upgrade is requested
- Reset passwords for Voicemail
Required Knowledge, Skills, Abilities and/or Related Experience
- 3-5 years of relevant work experience.
- Above all must be self-driven and capable of working independently.
- Must be able to multitask and stay organized while working on numerous items at the same time.
- Must be able to communicate efficiently both verbally and written.
- Must have proven customer service ability in a high demand service driven environment.
- Must be detail-oriented and proficient in strategic troubleshooting.
- Must be able to work outside normal hours on occasion to complete user setups.
- Basic level of understanding of computer hardware.
- Understanding of LAN/WAN Topologies including VPN Systems and Remote Desktop Protocols.
- Basic level of understanding with network printing technologies.
- General experience surrounding VoIP telephony technologies and supporting systems.
- Basic level of understanding and/or experience with Windows Server technologies.
- Basic level of understanding with group policies and role-based permissions.
- Basic level of understanding of Modern Imaging Tools and Techniques
- Must be able to lift electronic equipment around 50lbs in weight.
- Must be able to physically maneuver under and around desks and other furniture as needed for hardware troubleshooting.
- Basic understanding of human risk and the importance of enterprise level security awareness training such as phishing, social engineering, passphrases, MFA, smishing, and vishing
Ability to Travel: None
The expected hiring range for this position is $29.14 - $36.43 hourly for work performed in the primary location (Philadelphia, PA). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.
Work location may be flexible if approved by the Company.
What We Offer
At Reliance Matrix, we believe that creating a more diverse, equitable and inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.
That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.
Our Benefits:
- An annual performance bonus for all team members
- Generous 401(k) company match that is immediately vested
- A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
- Multiple options for dental and vision coverage
- Company provided Life & Disability Insurance to ensure financial protection when you need it most
- Family friendly benefits including Paid Parental Leave & Adoption Assistance
- Hybrid work arrangements for eligible roles
- Tuition Reimbursement and Continuing Professional Education
- Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
- Volunteer days, community partnerships, and Employee Assistance Program
- Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council
Our Values:
- Integrity
- Empowerment
- Compassion
- Collaboration
- Fun
EEO Statement
Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.
Salary : $29 - $36
