Senior Tech Support Analyst

What you'll do

• Manage IT incidents, problems, and service requests while performing root cause analysis within established SLAs.
• Provide technical support for new hire inductions, VIP meetings, and videoconference events.
• Maintain the asset management tool to ensure accurate tracking of hardware movement and compliance.
• Manage company-provided IT assets in accordance with security standards and internal policies.
• Build trust-based relationships with customers to act as a champion for technology service excellence.
• Gather user feedback on products and services to identify opportunities for improvement.
• Proactively suggest ways to ensure IT services remain cost-efficient for the organization.

What we're looking for

• Minimum 3 years of experience with Customer Technical Support.
• Minimum 3 years of experience with Customer Experience Management.
• Minimum 3 years of experience in Service Desk or Desktop Support.
• Minimum 3 years of experience working with ITIL software such as Service Now or Remedy.
• Minimum 3 years of hands-on experience with Microsoft Windows 10, Windows 11, OSX, and O365 support.
• Strong communication skills to interface with non-technical stakeholders, senior leadership, and executives.
• High School Diploma or GED.
• Comp TIAA Certifications, ITIL Foundations Certification, Customer Satisfaction experience, Quality Assurance (QA) experience, or a technical degree/certifications (preferred).