Technical Support Analyst

Exciting opportunity for a sharp Technical Support Analyst to join a dynamic organization where you can make an impact.

• Approximately 60% is in-person support, and 40% is phone support
• Support users in multiple locations and also assist with remote support of our other users nationwide
• Triage Level II and Level III Incident and Service Request tickets
• Troubleshoot and resolve Incident tickets related to technical difficulties with hardware, software, and the network
• Resolve Level l Incident and Service Request tickets
• Validate with internal customers that the Incident or Service Request has been resolved and update the ITSM ticketing system
• Interface effectively with IT infrastructure, security, applications management, database, and governance personnel
• Obtain a strong knowledge of IT Security policies, processes, and procedures
• Adhere to and execute IT Security policies, processes, and procedures
• Write and update knowledge-base articles
• Actively contribute to IT's Continual Service Improvement efforts
• Ability to complete multiple simultaneous projects and support tasks promptly
• Rotate on the help desk, taking calls, emails, and chats from all of our offices
• Perform other duties or special projects as assigned

This is a 6-month contract-to-hire position. You will mainly support our locations in the greater Salt Lake City area. However, you will support our other Utah sites as needed. Sometimes there is project work where you may have to travel to another state to assist with the project. You must be able to work flexible hours as needed and be on call or work some weekends.

Excellent opportunity to make an impact and take your career to the next level.

• 3+ years of technical support experience
• Experience supporting Windows OS, MS Office, and Active Directory
• Ability to image/configure new devices and reimage systems as needed
• Base knowledge of networking basics and troubleshooting
• Strong customer service and communication skills
• Reliable transportation, valid driver’s license, and ability to move equipment between sites
• Able to pass standard background/drug screening (excluding marijuana)

• Cisco UCM Cloud

Must be authorized to work in the U.S./Sponsor ships are not available