Connectivity Services Analyst

Description

As a Connectivity Services Analyst I, you will deliver expert-level technical assistance to both network and hardware teams, ensuring timely repair, proactive dispatch support, and high customer satisfaction. This role involves close collaboration with clients and internal teams to uphold performance standards and operational efficiency.

Key Responsibilities

• Respond to and resolve printer/copier connectivity, configuration, and installation issues—both remotely and on-site.
• Support hardware technicians onsite during client installations and troubleshooting scenarios.
• Manage ticket and call dispatch functions: creating, escalating, routing, and prioritizing service calls.
• Maintain clear communication and status updates with team members, sales, management, and clients.
• Document service details accurately, including ticket closure, parts usage, networking details, and client interactions.
• Develop and deliver training materials and sessions—both group and individually aligned with best practices.
• Assist in creating and maintaining technical documentation, service manuals, and standard operating procedures.
• Support continuous improvement initiatives to enhance workflow efficiency and team effectiveness.
• Retain current certifications for Xerox, Canon, and Toshiba and lead tool training for ticketing systems (e.g. Connect Wise).
• Coordinate installations and network configuration validation with clients prior to job assignments.
• Monitor incoming helpdesk tickets and ensure timely responses and resolution tracking.
• Facilitate team meetings and provide monthly performance data to support bonus assessments.
• Engage in other responsibilities as needed to support service delivery excellence.

Requirements

Qualifications

• Education/Certifications
  :
  • Associate degree in electronics, IT, or related field preferred; equivalent experience considered.
  • CompTIA A+ and Network+ preferred.
  • Active Xerox Analyst, Canon Analyst, and Toshiba Analyst certifications.
• Experience
  :
  • Minimum 2 years as a network technician or related technical role.
  • Demonstrated customer service skills and troubleshooting capability.
• Skills
  :
  • Strong networking knowledge and independent problem-solving skills.
  • Exceptional communication and documentation skills.
  • Proficiency with ticketing systems (e.g., Connect Wise) and Microsoft Office.
  • Ability to lift and transport up to 50 lbs; ability to work in confined space environments.
  • Valid driver’s license and reliable form of transportation.

Physical Demands & Work Setting

• Frequent travel within assigned geographic territory.
• On-site work may require climbing ladders, access to server closets, and navigating tight spaces.
• Must be able to walk, stand, kneel, and operate tools and computing equipment for extended periods.

Benefits

GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits through Cigna. Health options include a choice of 2 PPO plans, or a High Deductible Health plan. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the Eye Med network.

Proven also offers voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE: After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by Blue Cross Blue Shield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount.

Life and AD&D Insurance coverage amounts are reduced at…