Client Technology Support Analyst

Reports to: IT, Site Services Manager Department: Technology Operations

Classification: Division: IT

Date: 11/30/21

JOB SUMMARY:

An individual with a core focus and passion to keep customers’ trust in ELC IT Services. As a skilled expert, troubleshooting and repairing technology issues. A problem-solver with exceptional people skills, able to assure swift resolutions to their technical problems. An astute individual was able to work in a dynamic fast-paced environment.

Team player who educates the team members about issues and solutions, while independently keeping on their own technical know-how up to date. With your customer service brilliance and empathetic nature, you provide IT Salon and support every day

ROLES AND RESPONSIBILITIES:

Provide on-site technical support for the ELC Employees during standard business hours.

Resolve technical issues and challenges quickly and effectively with minimal disruption to the employee when possible, while understanding when to escalate issues not able to be solved quickly or within their support tier.

Providing additional equipment and accessories per the requestor’s choice

Recording all interactions, analyzing data for common patterns and making improvement recommendations, and producing a weekly report

Proficient technical knowledge of End User computing technology, Windows and Apple, mobile devices, and network client connectivity.

Computer hardware and collaboration n tools such as Zoom and MS Teams.

Provide on-site technical support for the ELC Employees during standard business hours.

Resolve technical issues and challenges quickly and effectively with minimal disruption to the employee when possible, while understanding when to escalate issues not able to be solved quickly or within their support tier.

Comprehend how individuals operate and personalize support to enhance their technology experience.

Enhance the technology experience of the employees by showing them how to best exploit technology tools to deliver productivity and efficiency benefits.

Develop close business relationships and demonstrate expert-level ability to inspire trust for technology needs.

Analyze technology issues and trends, determine root causes and troubleshoot for resolution.

Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Management Guidelines. Identify risk-related issues needing escalation to management.

Create and edit technical documentation.

EDUCATION AND EXPERIENCE:

1. Educated to degree level, preferably in relevant subject or discipline.

2. Two years’ experience supporting desktop systems software and hardware, application training, and overall incident ownership and management.

3. Two years’ experience working in support of desk-side services

4. Two years’ experience supporting Microsoft Desktop/Laptops, Apple technologies devices, and network connectivity.

5. One to Two years’ experience with Skype Enterprise Voice and Microsoft Outlook/Exchange, Teams Level 1, Level 2 troubleshooting.

6. Experience with iOS and Android mobile devices and experience with MDM solutions.

7. Experience with McAfee (full disk encryption, antivirus) and SCCM for endpoint management and software delivery.

PERSONAL CHARACTERISTICS:

1. Must possess excellent client-facing skills and a strong capacity to communicate and build trusted relationships.

2. Must be Engaging, enthusiastic, great communicator, enjoy interacting and providing great customer experience to ELC employees.

3. Must have Excellent customer service skills, analytical troubleshooting abilities, and strong verbal and written communication skills to be able to produce clear and concise information.

4. Work well within a team environment and keep superior informed on all issues.

5. Must be flexible and available to travel across Manhattan and Long Island City and Brooklyn NY

6. Organizational skills, able to manage and maintain scheduling walkthroughs of multiple floors and multiple locations of the Estee Lauder sites.

7. Observant able to walk the sites and capture, issues or opportunities of IT service through engaging with users. Able to manage unscheduled conversations based on occupancy and engagement

8. Resourceful problem solving for employees
Be able to work with external service providers and deliver the right services at the right time in a rapidly changing business environment

Job Types: Full-time, Contract

Pay: $30.00 - $32.00 per hour

Schedule:

• 8 hour shift

Experience:

• Desktop Support: 1 year (Required)
• ServiceNow: 1 year (Preferred)
• Computer hardware: 1 year (Required)
• Software troubleshooting: 1 year (Required)

Ability to Relocate:

• San Luis Obispo, CA 93401: Relocate before starting work (Required)

Work Location: In person

Salary : $30 - $32