Expert Desk Analyst (Technical Support)
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Role OverviewThe Expert Desk Analyst provides high-touch, "customer obsessed" technical support to internal employees. This role requires an aptitude for working with complex applications and systems to analyze, diagnose, and resolve technical issues ranging from straightforward requests to complicated system failures in a dynamic, fast-paced environment.
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Responsibilities- Technical Troubleshooting: Perform in-depth troubleshooting for software and connectivity issues, specifically supporting remote employees.
- Incident Management: Log all support contacts into the ServiceNow Incident Management System and partner with teams to resolve or properly close aging tickets.
- Issue Resolution: Monitor incoming issues, determine root causes, and either provide a direct fix or escalate to the appropriate department.
- Process Improvement: Take ownership of small projects from start to finish aimed at streamlining ATLAS processes.
- Outage Advocacy: Escalate systemic outages to the Incident Management Team and advocate for rapid resolution.
- Multichannel Support: Provide support via phone, chat, and Slack, utilizing asynchronous communication to effectively reduce employee downtime.
- Collaboration: Work closely with developers and engineers to solve application-specific issues.
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Qualifications & Skills- Problem-Solving: Ability to deduce obscure problems within complicated, distributed systems.
- Communication: Proven ability to translate technical jargon into digestible information for end users.
- Customer Obsession: Passionate about empathy-driven service and following through on customer problems to completion.
- Adaptability: Comfortable in a constantly changing environment and willing to work within a 7-day support window (operating hours 5 am 9 pm PT).
- Diligence: Able to maintain focus on new, incoming issues while simultaneously managing existing tasks.
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Desired Experience- Technical Background: Previous experience in a Help Desk, contact center, or retail tech environment such as "Geek Squad" or "Genius Bar".
- Environment Experience: Background in customer-facing break/fix support for call center environments and remote workers.
- Knowledge Management: Familiarity with Knowledge Centered Support (KCS) principles, documentation, and processes.
- Technical Proficiency: Experience supporting end-user issues with the following technologies:
- Salesforce
- ServiceNow
- VOIP & Interactive Intelligence (IVR)
- Multi-factor Authentication (MFA)
- Slack & Video Conferencing
- Remote Desktop tools
Technical Support, Help Desk Analyst, Service Desk, ServiceNow, Salesforce, IT Troubleshooting, Remote Support, Incident Management, KCS, VOIP, Slack Support, Customer Experience, Break/Fix, IT Support Analyst, Connectivity Troubleshooting, IVR, MFA, Asynchronous Communication, Application Support.
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