IT Support Analyst, Fresno
Hours: Sunday 7pm-3:30am; Monday-Thursday 3pm-11:30pm
SUMMARY
Technology Service Center (TSC) responsibilities include: Support for day-to-day ticket management and service requests; end-user support of systems and applications; incident escalation and tracking. The Technology Service Center position is accountable for addressing end-user issues in a timely manner, first call resolution (FCR), and incident assignment and submission.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide phone support, onsite, and remote end-user client support (Windows).
- Provide equipment and cabling support, onsite and at our Distribution Centers.
- Install and teardown IT equipment as needed onsite and at our Distribution Centers.
- Utilize ServiceNow ticketing system to create, assign, triage and determine escalation path.
- Investigate and troubleshoot applications, operating systems and peripherals.
- Deploy and maintain computer, IP phone, scanner, and other peripherals.
- Basic network printing support.
- Build, maintain, and image desktop hardware and replace or upgrade legacy hardware.
- Test new applications and operating systems for compatibility.
- Ensure the asset management library is accurate.
- Assist with boxing and shipping of equipment.
- Other responsibilities as assigned.
- Travel to DCs as needed.
EDUCATION and/or EXPERIENCE
- One year Certificate from College or Technical School; or six to one year related experience and/or training or equivalent combination of education and experience.
- 1-2 years of impeccable customer service experience
- 1-2 years of help desk or technical support experience
