Technology Solution Center Analyst Lead

What you'll do

• Provide first-level technical support and troubleshooting for hardware, software, connectivity, and access issues.
• Diagnose, document, track, and resolve technical incidents using ServiceNow.
• Install, configure, maintain, and troubleshoot PC hardware, mobile devices, printers, and network connectivity.
• Deliver hands-on technical support through a walk-up environment and the Technology Solution Center.
• Perform business process analysis projects including research, presentations, and recommendations for improvements.
• Conduct data analysis, trend analysis, and graphing to support overall performance analysis of operations.
• Participate in creating functional requirements for IT systems to improve operational effectiveness and efficiency.
• Support leadership with knowledge management, training, and new product support projects.

What we're looking for

• Provide first-level technical support for hardware, software, connectivity, and access-related issues.
• Diagnose, document, and resolve technical incidents using ServiceNow.
• Support PC hardware, mobile devices, printers, and network connectivity including installation and configuration.
• Perform business process analysis, data analysis, and trend analysis to improve operations.
• Participate in creating functional requirements for IT systems and supporting knowledge management.
• Typically requires 4+ years of related business or functional experience.
• Associates degree or equivalent combination of education, certifications, and experience is required.
• A+ or Network+ certification is preferred, along with experience troubleshooting end-user technology in an enterprise environment (preferred).