The IT Support Analyst is responsible for the end-to-end IT experience. You will provide exceptional customer service and technical support for both onsite and remote employees. You will triage, resolve, and escalate (when necessary) users' technical requests related to common workstation productivity applications and common hardware issues. You will support ancillary systems and devices including conferencing systems and mobile devices. You will set up new users including system and hardware setup, lockout resolution, software maintenance and Office 365 administration. Timely initiation and maintenance of communication with users is expected in this position; customer service and technical skills are equally important. This is a contract position working from the companies office in the San Jose, CA area.
Responsibilities:
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a kind and professional attitude.
Analyzes and resolves incidents regarding use of application software or hardware. Logs and tracks incidents from identification through resolution
Recommends and implements improved process and best practices in the realm of internal IT support.
Maintains and protects confidentiality with regard to all aspects of employee information.
Install, configure and support IT equipment such as mobile devices, desktops, laptops and printers.
Guide and assist users with simple, step-by-step instructions.
Continually provide updates to all users regarding IT issues in a prompt and professional manner
Accurately prioritize, update and document service requests and resolutions within our ITSM platform
Manage IT equipment tracking documents and ensure inventory control procedures are executed.
Follow up with other support staff or service resources involved in resolution to ensure incidents are resolved, and the customer communication is complete. Document resolutions and updates self-help and staff knowledge bases.
Maintaining system-related documentation, policies and procedures
Troubleshooting network communication issues, network services, and end user network connectivity
Upgrade end-user workstation hardware and software per predetermined roadmap.
Perform other duties as assigned.
Qualifications:
Bachelor's Degree or IT Certifications preferred (may substitute other IT coursework and experience for education requirement)
3+ years of experience supporting employees in an internal IT support role required.
Experience with Applications like Jira, Zendesk, Spiceworks, Github, Freshworks.
Experience using modern IT support ticketing system.
Ability to work outside of normal business hours which includes nights, weekends and holidays.
Coverage shifts include onsite support M-F 10a-7p or 7a-4p, Saturday and Sunday sometimes.
Varying holiday coverage required.
Passion for all things IT - takes initiative to stay informed of new trends.
Personal organization and strong analytical and problem-solving skills
Excellent communication skills, both written and verbal
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Detail-oriented and organized; able to juggle multiple priorities effectively.
Experience working in a team-oriented, collaborative environment.
Willingness to learn and grow in a fast-moving high demanding environment.
Ability to perform remote troubleshooting and provide clear instructions.
Knowledge of cybersecurity practices (plus)
General understanding of IT networks and servers (plus)
Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $27 - $30 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location.
