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Sr. Technical Support Analyst/ Supervisor

Location Atlanta, United States
Posted 17-January-2019
Description

 

 

TECHNICAL SUPPORT SUPERVISOR

 

 

 

 

 

Brooksource is looking for a Technical Support Analyst to join one of our clients in the insurance industry on a 6-month contract-to-hire basis in Atlanta, Georgia. Our growing client is looking for a candidate that is passionate about troubleshooting, hands-on responsibilities and management. The ideal candidate needs to have knowledge of or certifications in ITIL, Service Desk experience and an understanding of Windows 10/Office 365. Familiarity within the ServiceNow Platform or involvement in a Network or Systems Administration environment is a bonus.

 

 

 

 

 

Daily responsibilities include troubleshooting and resolving various service and desktop support issues, both in in a remote and in-person setting. Due to the continuous growth of the company and extensive project load they are experiencing, the right candidate must be flexible and able to pivot in need outside of the original scope. Delivering the best service and support for their employees is a very valued responsibility expected in this role.

 

 

 

 

 

ROLES AND RESPONSIBILITIES:

 

 

Provide support to a varied user community with approximately 3,000 users

 

 

Answer and take ownership of IT Support phone calls and incident tickets

 

 

Provide 1st and 2nd tier trouble shooting for end users

 

 

Log and manage end user issues in the service management system

 

 

Escalate issues requiring further troubleshooting or elevated privileges

 

 

Maintain daily communication with end users regarding issues

 

 

Support all Microsoft applications (Ex. Outlook, Word, Excel, etc)

 

 

Support all computers and peripherals

 

 

Assist with new user setup

 

 

Lead and supervise a team of 5-6 resources

 

 

 

 

 

SKILLSET:

 

 

ITIL v3 certification

 

 

Service Desk experience (remote and/or deskside support)

 

 

Windows 10/Office 365 support experience

 

 

Network/Systems Administration experience

 

 

VIP Support experience

 

 

ServiceNow experience (Active Directory, Group policy, account creating, etc)

 

 

 

 

 

QUALITIES OF A TOP CANDIDATE:

 

 

Strong communication and customer service skills are essential

 

 

Comfortable with cross platform communication and collaboration

 

 

Openness to constantly assisting, supporting and taking on more ownership of the ServiceNow platform

 

 

Proactive and enthusiastic attitude

 

 

 

 

 

 

 

 

 

 

 

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

 
Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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