Technical Support Analyst jobs in Arizona

Job Summary
Under minimal supervision, provides higher level support to Customers assigned to his or her team or designated area, frequently handling non-standard issues, or those for which minimal documentation exists. Serves in a Project Facilitator role to assist in the planning and implementation of Group-wide corporate initiatives, develop and analyze new technology deployments and identify different levels of troubleshooting and proactive maintenance. Administers and analyzes Digital systems and Processes at an advanced technical level and provides technical direction and recommendations to improve utilization and efficiencies.

Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned.
3 years of expereince preferred:
Provides technical support for Customer and other Analysts when required.
Creates documentation for self-help support to assist Customers other Digital personnel (i.e. Knowledgebase Articles)
Creates and deliver highly complex solutions and processes. Implement projects at an advanced technical level regarding systems operations.
Analyzes and evaluates information systems operations and provides expert technical direction and recommendations to improve utilization. Identifies potential areas for cost savings and performance improvements through consolidation of similar applications on a single platform.
Acts as a liaison with clients, vendors and other technical Digital groups. Builds and manages ongoing relationships with business stakeholders in Digital and Administrative Services.
Assumes responsibility to coordinate solutions when needed. Reports on process and system performance to manager.
Assists with the restoration of Digital services at locations impacted by catastrophic events or unforeseen circumstances.
Conducts training for, and directs the efforts of, end users, outside vendors and less experienced staff.
Facilitates and assists with software update distributions (major deployments at satellite locations).
Provides after “regular” hours call support as needed.

NOTE: Primary Hours are M-F 8am-5pm

Provides support on Premier line as Designated by Manager
III. Supervisory Responsibilities
May coach and mentor less-experienced personnel and act as team leader on some projects.

Education and Experience
Required: Bachelor’s Degree in Computer Science, MIS, Business Administration or similar area of study. Five years of related experience. An additional four years of related experience may substitute for the Bachelor’s degree.

Preferred: Bachelor’s Degree in Computer Science, MIS or Business Administration and seven years of related experience.
Certificates, Licenses, Registrations or Other Requirements
None required
Preferred: MCP, ITIL, CCNA.
Other Knowledge, Skills or Abilities Required
Advanced knowledge or skills in one or more of the following is required:

Varying levels of proficiency in the following: 3 Years of expereince preferred as it will be a quick start!

o Computer/software installation, maintenance, and troubleshooting.
o Microsoft O365 Word, Excel, PowerPoint Project, Visio & Outlook.
o Teams/ SharePoint
o Service Now (Incident & Request tickets / Change Mgmt.)
o Basic Server support, including backup/restoration methods, troubleshooting, and problem resolution.
o , Standard software, including enterprise applications (COMPASS, Fastlane, etc.) and supported , 3rd party applications (Kronos, etc.).
o Networking components (switches, routers, cabling).
o Telephony systems and wireless devices (iOS and Android devices, air-cards).
o Disaster recovery procedures as specified in Corporate guidelines.
o Scripting, program design, packaging, imaging, or similar experience to aid in the design, creation, and implementation software tools meant to assist Field Based personnel.
o Training others on both technical and non-technical material.
Moderate knowledge of the Client industry, including collection, disposal, and recycling.
Must be capable of leading projects that are low to medium level of complexity with minimum supervision.
Ability to communicate to all levels of the organization (including technical and non-technical audiences and Senior Leadership).
Capable of presenting/speaking in front of small/medium sized groups of people.
Ability to keep confidential information confidential.
Give positive and constructive feedback in a professional manner.
Demonstrate effective leadership and Superior time management abilities.
World Class Customer Service Skills.
Ability to lift, up to, 50 pounds.
Other Knowledge, Skills or Abilities that Contribute to Success

Job Types: Full-time, Contract

Pay: Up to $37.00 per hour

Expected hours: 40 per week

Experience level:

• 1 year
• 2 years
• Under 1 year

Schedule:

• 8 hour shift

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Phoenix, AZ 85027 (Preferred)

Ability to Relocate:

• Phoenix, AZ 85027: Relocate before starting work (Preferred)

Work Location: In person