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Technical Analyst
Ref No.: 18-01511
Location: Abbott Park, Illinois
Position Type:Contract
Start Date: 02/12/2018
Title: Technical Analyst 
Location: Lake Bluff, IL 
Duration: 9+ months
Rate: Dependent on experience

• Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
• Constantly monitor individual queue to resolve HCP and office issues and requests. 
• Escalate issues to supervisor as appropriate. 
• Obtain and maintain a high level of customer satisfaction. 
• Experience in PC software troubleshooting and repair via telephone support in a corporate environment. 
• Prior experience in proprietary Software application support is highly desirable 
• Proficiency in Microsoft office products, Windows 7, Windows 10, MS Office, VPN, Wireless, Printing, and Mobile technology. 
• Good understanding of formal Help Desk/Service Desk policies and procedures, reporting, support processes 
• Experience with LogMeIn and Dell KACE or other remote access and software system management applications 
• Strong PC/Desktop Support Technician who has excellent customer service/phone support skills 
• Strong IT phone support in a non-validated environment. 
• Update Sharepoint and other data repositories as appropriate in a timely manner. 
• Achieve target ticket volumes and ticket resolution levels. 
• Excellent customer service skills. 
• Provide oversight and direction with day-to-day operations, including monitoring call queue volume and workload to ensure objectives are achieved. 
• Work cross-functionally to identify and share opportunities for process and productivity improvement and to troubleshoot and/or resolve situations, taking ownership as needed 
• Prepares, develops and conducts clients and systems training. 
• Builds relationships, initiates and cultivates open, honest relationships with colleagues, customers, contractors, and vendors by establishing rapport, developing an understanding of others' needs, promoting common goals, and following through on commitments.
• Perform additional tasks, activities, and projects as deemed necessary by management 
• Bachelor's Degree or equivalent experience