Sr Advanced Technology Support Analyst

Location - San Francisco, CA 94105
In Office 5 days a week
Shift time 6 am to 3 pm, 8 am to 5pm
Length of Contract - One Year

CW-SS-Sr Advanced Technology Support Analyst
The Senior Advanced Technology Support Analyst leads the day-to-day technical support to employees in resolving a wide range of hardware and software related systems. This role trains and provides guidance to the more junior IT User Support Specialists and provides as a back up to Leadership. This position also handles escalated issues that require advanced knowledge of User IT Support operational procedures and tools.  As the face of IT, this roles provides heavy User interaction in solving hardware and software issues.  This position also handles escalated issues that require advanced knowledge of all facets of User IT Support within our operational procedures using provided tool sets.



Key Responsibilities and Duties
Provide a high level of customer service while working in a fast paced dynamic complex environment  
Solve escalated issues by utilizing knowledge of hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.
Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
Coaches team members on addressing user questions and assists with the most complex issues.
Install, configure, and troubleshoot Windows operating systems, MacOS, Microsoft Office Suite other applications.
Provide end user training and knowledge documentation
Comply with and support ITIL change-incident-problem-asset management processes and work instructions
Manage small scale projects from initial assessment to implementation. Provide status reports and summaries on projects as required
Provide reporting and analytics for day to day work and projects
Educational Requirements
University (Degree) Preferred
Work Experience
3+ Years Required; 5+ Years Preferred