Analyst, Associate Technology

Description

Provide level 2, in person, customer focused support of office related technologies, systems and services. Primary focus for customer support is Individual Contributor – VP.

Level 2 support – defined as: anything needing in person & remote support.

• Analyze software/hardware performance issues
• Create, properly document, categorize and close interactions
• Appropriately elevate interactions as needed
• Partner with other groups in VS&Co to resolve multi-layer problems
• On call support: after hours and weekends as per rotation schedule
• Meet or exceed Service Level Agreements (SLA)
• 95% incident resolution
• Stay knowledgeable and keep current in the incident space.
• Possess general technology knowledge, including:
  • Windows 11
  • MAC OS 15.6
  • Office 365
  • Printer
  • Audio/Video
  • VMWare View
  • ZScaler
  • Service Now
  • Goverlan
  • Associate Desktop
  • Hardware knowledge (hard drive, etc.)

Level 2 support: in person & remote support

• Deploy/ship hardware
• Install customized software
• Project related tasks within building
• Awareness and escalation of compliance and security related issues
• Continue to remain educated through knowledgebase
• Ability to work and build relationships at Individual contributor to VP level.
• Business partnership/conduit with brands
• Observations based on daily tasks
• Executes with direction

for benefit details related to this position.