Technical Support Analyst Job at Optomi, Scottsdale, AZ

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  • Optomi
  • Scottsdale, AZ

Job Description

Optomi, in partnership with an industry leading client, are in Search for a Technical Support Specialist. This candidate would report to their Scottsdale office 4x a week on a hybrid schedule.

Job Description

  • Answer phone calls and take ownership of IT Support incidents.
  • Provide 1st and 2nd tier troubleshooting for end user incidents.
  • Log and manage end user incidents in the Service Management system.
  • Escalate incidents requiring further troubleshooting or elevated privileges
  • Maintain communication with end users regarding incidents
  • Provide after hours “on call” support to end users during assigned periods
  • Support all Microsoft applications (ex. Outlook, Word, Excel, etc.)
  • Support all computers and peripherals, involving vendor support if needed
  • Support Converged Devices.
  • Support all applications covered in the Service Portfolio
  • Assist with user creation, modification and termination.
  • Follow all defined policies and procedures.
  • Other duties as assigned.

Knowledge/Experience

  • Bachelor’s degree in Information Technology, Computer Science or related field or a proven record of success.
  • 5 years experience in the field of IT-support with emphasis on phone support.
  • Proficient with Microsoft Office suite.
  • Proficient with Windows OS, Control Panel, and Internet Explorer.
  • Experience with remote troubleshooting of PCs.
  • Experience with O365.
  • Experience with Active Directory schema and hierarchy.
  • Experience with local PC file and folder structures.
  • Experience supporting converged devices.
  • Proven knowledge of basic networking topology.
  • Certification in A+, MCP, HDI, or ITIL

Skills and Attributes

  • Ability to troubleshoot and solve difficult problems.
  • Strong verbal and written communication skills, with the ability to work effectively across internal and external organizations.
  • Ability to work flexible/extended hours.
  • Ability to handle multiple tasks simultaneously

Job Tags

Local area, Flexible hours,

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