Description

IT Technical Support Analyst

T-Mobile Premium Retailer – Wireless Vision

The IT Technical Support Analyst supports end users for computer, application, system, device and hardware issues. Identifies, researches and resolves technical problems. Works with the IT support staff to ensure the appropriate deployment of software solutions to business devices. Responds to telephone, email and online portal requests for technical support. Coordinates with other teams or specialists to resolve an issue. 

The IT Technical Support Analyst thrives in an environment that is fast paced, dynamic and focused on exceptional customer service. This position has direct engagement, both virtual and onsite, supporting internal customers across a large representation of technology platforms. The IT Technical Support Analyst should be able to ensure high quality of consistent technical support to increase customer satisfaction.

Your Talents:

• Works with IT support team to ensure timely application deployment, application patching, OS image deployment, and update pushes appropriately.
• Troubleshooting basic to complex PC, network, and printer issues with end user engagement.
• Focuses on customer service throughout the entire process of ticket life cycle.
• Identifies, researches, and resolves technical problems.
• Adheres to escalation procedures to ensure service levels are maintained.
• Familiar and able to trouble shoot multiple OS; Windows 7, Windows 10, Mac, Android, iOS.
• Documents, tracks, and monitors problems to ensure resolution in a timely manner.
• Ensures that all support requests are well documented in the IT ticketing system from the creation of the ticket to the successful resolution.
• Utilize IT knowledge base system to provide the best customer experience and resolutions.
• Communicates with internal customers, team members and management regularly during all aspects of help desk operations and ongoing technical issues.
• Isolate recurring problems and trends to ensure that troubleshooting efforts are effective and consistently addressed until permanent solutions are found.
• Leads by example, projecting positive attitude and a willingness to mentor and support others as needed.

Your Experience:

• 0-2 years experience with IT Service Desk Operations or applicable Field Services experience.
• Must possess initiative, good organizational skills, attention to detail, sound business judgment and excellent written/verbal skills.
• Experience working with the Microsoft application suite.
• Experience working in a fast paced, cross-functional and multi-team environment.
• Receives direction and produces results in a timely manner with minimum oversight.
• Prioritizes to meet deadlines while producing high quality results.
• Communicates effectively and professionally with users, customers, and other IT personnel.
• A+ certification is a plus.
• Experience with Desktop Deployment Application is a plus.
• Network and PC troubleshooting experience is a plus.
• Experience with a help desk ticketing system is a plus.

What We’ll Offer:

• Competitive paid time-off program.
• Medical, dental and vision benefits.
• 401k match.
• Phone service discounts.
• Development and growth opportunities.

Wireless Vision is an Equal Employment Opportunity Employer and a Drug Free Workplace