Position Title: Technical User Support Analyst
Location: Mounds View MN
Duration: 6+ Month Contract
Job Description:
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
Responsibilities:
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 ServiceNow
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 escalate 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
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