Desktop Support Associate Analyst

Job Description - Desktop Support Associate Analyst (04E9K)

Desktop Support Associate Analyst

Bringing smiles is what we do at TTEC… for you and the customer. As an IT Service Desk & Systems Administration Associate working remotely in the United States, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

Do you have a passion to help others solve issues and to translate and analyze technical issues? Want to learn and grow your own knowledge in various IT fields? In this combined role, you’ll deliver excellent end-user provisioning, access management, and technical support while serving as a driving factor for Incident, Problem, and Change Management across the Public Sector IT organization.

You’ll be navigating and delivering day-to-day IT support, restoring services, and identifying root causes of problems across the infrastructure. The position requires strategic thinking and problem-solving skills to apply documented processes to new problems as they are identified, along with strong written and verbal customer interaction skills and the ability to work co-operatively to meet deadlines and objectives. You’ll communicate with stakeholders to generate, analyze, and validate requirements for changes in processes, policies, and systems.

Your great listening skills and ability to read between the lines will allow you to find the root of the associate’s problem and translate it to an IT solution. You’ll be exposed to many different IT scenarios and departments, perfect for growing your own tech expertise and becoming well rounded with information.

You’ll report to the Service Desk Manager. You’ll contribute to the success of the business by leading and resolving associates’ technical issues, bringing amazing support, and establishing and integrating solutions throughout the IT interface.

• Provisioning and access management in the following but not limited to :
  Active Directory, MS Exchange, Office 365, Security Groups, Distribution lists, Email, Portal DMZ, Shared Folders, VPN Access, SharePoint, One Drive, FNP service, etc.
• Conduct industry audits related but not limited to Active Directory, Oracle and other systems supported.
• Provide end user support for but not limited to TTEC applications.
• Conduct regression testing and UATs and occasional after-hours maintenance.
• Conduct internal trainings
• Implement and support Incident, Problem and Change Management processes across the Public Sector IT organization
• Perform real-time investigation of Incident, assist with problem or change tickets, including closure categorization, user satisfaction survey, and completion documentation
• Recognize, and resolve technical issues affecting associates. Provide user level technical support by installing, configuring, maintaining and troubleshooting TTEC computer hardware and software issues.
• Monitor and prioritize ticketed requests based on status, updates and escalations

• Bachelor's/College Degree, Computer Science/Information Technology or equivalent, or equivalent experience in IT
• 2 + years of related work experience.
• Experience in Active Directory, Power Shell Scripting, Microsoft Exchange, Office 365, Windows, SharePoint, One Drive. Experience in SQL and in ITIL is an advantage.
• Experience in supporting PC software including configuration, troubleshooting and maintenance, or relevant technical training/degree from an accredited college, university or technical certification.
• Knowledge and experience with ITSM and ITIL best practices for large, complex global IT organizations
• Completion of ITIL Foundations v3 certification is a plus.
• Experience with Service Management processes and tools with an understanding of Incident, Problem, and Change Management
• 2+ year's IT knowledge and desktop support including hardware and software navigation and troubleshooting.
• Passionate and motivated to help others with your customer focused mindset and positive attitude
• Work as part of a regional team across multiple countries, cultures and time-zones
• Applicants must be…