Technical User Support Analyst

Position Title

Technical User Support Analyst

Mounds View MN

6+ Month Contract

• High school diploma (or equivalent) and 2+ years of experience
• Ability to operate in a 24x7 operation some on call and after-hours time is required

• Take inbound call center calls routed to the HCIT queue during normal business hours
• Make outbound calls requested by our customer
• Respond to e‑mail generated tickets in Service Now
• Sign‑up for 1 on‑call shift per quarter (available for 1 week at a time during non‑live support hours)
• On‑call hours to provide support coverage after hours
• Holiday hours to provide support during holiday shifts
• Report customer feedback to regulatory bodies, and held to a high standard of excellence in complaint handling
• Manage mobile devices across multiple instances of our mobile device management platforms.
• Troubleshoot device enrollments and registration, app installation, software/firmware errors, hardware errors, and OS configuration
• Process broken, lost, or stolen devices
• Triage and elevate support requests, infrastructure issues, and customer enhancement requests
• Support mobile printers and peripherals, and offer best‑effort‑support for extended technologies that interface with our mobile devices
• Coordinate with multiple internal departments to resolve customer issues (Deployment, Marketing, Repair, Supply Chain, Engineering, etc.)
• Answer IT related questions from internal departments
• Test software and hardware in development and production
• Prepared for disaster recovery protocols
• Networking with IT and non‑IT representatives within business groups
• Direct impact to customer experiences with Client products
• Provide troubleshooting and technical support to end users by telephone in a call center/help desk environment
• Track every interaction with callers to ensure high accuracy of logging and documentation
• Utilize customer service skillset to provide technical knowledge and training to callers
• Identify issue trends and proactively address potential high impact issues
• Work with technical, sales, customer service, and/or marketing staff to prepare support for new products and service offerings