Previous Job
Previous
Tech Support Analyst III
Ref No.: 19-02839
Location: San Francisco, California
Did you know that Gartner positioned eXcell as a Leader in its Magic Quadrant for End User Outsourcing? Come work for the leader today!
 
* * * Contract to Hire Opportunity * * * Tech Support Analyst * * *

Basic Functions:
  • IT support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Provisioning Apple, Dell, and HP
  • Support of disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN and Terminal Services
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review in the ticketing system
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes and agreed on outages
Additional Duties:
  • Improve customer service, perception, and satisfaction
  • Provide fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require engineer level support
  • Responsible for entering time and expenses in the ticketing system as they occur
  • Enter all work as service tickets in the ticketing system
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills such as telephony skills, communication skills, active listening, and customer care
  • Diagnosis skills of technical issues
  • Ability to multitask and adapt to changes quickly
  • Technical awareness: the ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivation with the ability to work in a fast-moving environment


We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.

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.