Sr Technical Support Analyst

Active Directory, RSA SecurID, Printers, Printer management, Polycom, Policies and procedures, Multi-factor authentication, LANDesk, CRM, Call center, Cisco VPN, IT service management, Service desk, Customer service, Azure, Configuration, Desktop, Dell, Group policy, Virtual desktop
Contract W2, 6 Months
Depends on Experience
Work from home available

Job Description

Our client in the Mt. Laurel, NJ area is seeking a highly motivated individual to work with their Technical Support Center team in supporting their Core Platform areas. Provide technical support to users for complex computer related technical problems. Serve as the primary point of contact for users experiencing computer-related problems. Resolve technical problems in a call center/service desk environment. Use your expertise in customer service and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.
The ideal candidate is someone with strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture.
Advanced technical knowledge, combined with the ability to clearly communicate with the Associate and Management also required.


  • Bachelor's degree or equivalent combination of education and experience
  • At least 5 years working experience in the IT field
  • Solid Understanding of ITIL Frameworks E
  • Experience and knowledge with creating and abiding by Service Level Agreements (SLA) * Knowledge of ITSM tools (BMC, Cherwell, LabTech)
  • Experience with enterprise Systems Management tools such as BMC Client Management. Landesk or Microsoft SCCM is a plus.
  • Technical Certifications; A+, MCSE, MCTS, MCITP, HDI, ITIL is a plus
  • Current hands on experience in handling Phone based support activities for 1000+ user base
  • Excellent communication and interpersonal skills
  • Excellent client service skills in a demanding, deadline-driven environment
  • Advanced knowledge of Microsoft operating systems, HP/Dell hardware and desktop & Enterprise based software
  • Experience working with company applications, development policies, and procedures
  • Experience working with company software and hardware products and related business issues that may impact overall business plans

Additional Skill Sets

  • Dell Hardware Experience
  • Amazon Workspace (virtual desktop)
  • Microsoft Multi-Factor Authentication
  • Strong O365, Office 2016, Microsoft Outlook, Skype, Microsoft Teams
  • Supporting Zero Clients
  • BitLocker Encryption
  • Cisco VPN Anyconnect client
  • RSA Authentication Manager
  • Interactive Client (i3) (nice to have)
  • Group Policy / Active Directory Understanding
  • Polycom desktop/conference phones (e.g. VVX 400, IP Sound station IP 7000)
  • Must be able travel between NJ Campus locations (10 minutes of each other)
  • Application install experience with App development tools (e.g. Oracle, SQL Server, Monarch)
  • Printer Management (building print queues, configuring multifunction printers (e.g. Xerox, Ricoh, Savin)
Dice Id : 91124162
Position Id : 6926992
Originally Posted : 2 months ago
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