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Solutions Center Support Analyst
Ref No.: 18-02029
Location: Deer Park, Texas
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This position serves as a global / local site point of contact for support. The Support Analyst can expect to spend their time resolving incidents and requests that require remote, face-to-face, or local, site, or country-specific knowledge. The Analyst creates, updates and reviews Solutions Center owned knowledgebase regularly. They may be involved in projects when the business has a need for new or upgraded IS systems. Working with vendors or third-party companies for advanced IS troubleshooting, monitoring and installation may be required. The Analyst is involved in training and education of the end user community on IS systems and processes. This position requires frequent interaction with Solutions Center teammates globally as well as the Operations Center, Asset Management, and Software Delivery teams as well as other IS groups and management. Travel to other sites to address end user issues and relationship needs may be required.


Responsibilities:
  • Log all requests in ticketing system, which will include all incoming calls, direct calls, e-mails, voicemails, chats, instant messages, walk-ins, and any other interactions
  • Provide accurate and thorough solutions to end user interactions
  • Escalate or transfer incidents as appropriate
  • Provide information to end users regarding the status of their incidents or requests
  • Perform software installations and upgrades
  • Provide first line support for applications, network, servers, and security
  • Research, resolve, and respond to questions received in accordance with set policies and procedures
  • Continuously develop communication skills and problem-solving techniques; create more efficient support methods
  • Assist in the population and maintenance of the knowledgebase
  • Attempt proactive resolution of end user and IS support issues to maintain a high level of visibility within the end user community
  • Participate in team projects that enhance quality of service and promote technical and career growth
  • Coordinate incident resolution and service request completion with various workgroups
  • Identify trends in support issues when possible and create problem tickets
  • Communicate with end users to gain agreement on resolution and close tickets accordingly
In addition to Solutions Center Support Analyst responsibilities listed above, the following responsibilities are applicable to the Solutions Center Local Support Analyst role:
  • Troubleshoot advanced PC hardware and software problems
  • Provide local support, monitoring, troubleshooting, and maintenance for applications, network, servers, and security
  • Replace hardware as needed
  • Support the rollout of new applications globally and in the local sites
  • Provide education and training to local site users on IS systems and processes
  • Work with vendors or third party companies as needed to address issues or upgrades in the local sites
  • Test and evaluate any new technology related to the local business
  • Conduct any electrical safety checks on computer equipment in the local sites
  • Support labs, special builds, and emergency support on a scheduled or ad hoc basis
  • Populate and maintain Solutions Center owned knowledgebase documents
  • Participate in projects and incident reviews affecting local sites
  • Attend global team meetings (may be off-hours) as needed
Recommended Qualifications:
  • Ideal candidate will have a 4 year technical degree and/or 3-6 years of related experience
  • Excellent communication skills including active listening skills and ability to convey empathy
  • Customer service skills with the ability to provide consistent, positive end user experiences and address issues proactively
  • Analytical problem-solving skills with the ability to use all available resources to resolve or anticipate problems in turn creating or updating processes, procedures, and resolutions in the knowledgebase as needed
  • Time management skills including setting appropriate expectations with end users for resolution
  • Ability to be a team player, offering and accepting feedback and sharing knowledge with others, while being able to work independently and require minimal supervision
  • Relationship-building skills including the ability to develop intra- and inter-team relationships, as well as build and establish rapport with end users
  • Multitasking abilities while focusing on effective prioritization of work
  • Any verbal / written fluency in another language, particularly Spanish, French, Dutch, German, Portuguese, Chinese, Korean, or Japanese considered a plus
The ideal candidate will have knowledge in and familiarity with the following technologies:
  • Microsoft Windows 8.1 and 10
  • Microsoft Office 2016
  • Office 365 applications including Skype for Business, OneDrive, and OneNote
  • Microsoft Internet Explorer and Edge, Google Chrome, and Safari
  • Adobe Acrobat, Foxit Reader, or other PDF applications
  • Citrix and HorizonView
  • Cisco VPN Client
  • iOS / Android devices
  • System Center Configuration Manager (SCCM)
  • Windows Internals
  • Networking Fundamentals
  • Information Security Fundamentals
  • Server Fundamentals
  • SAP
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.