Field Support Analyst

Title: Field Support Analyst

Duration: 3 months with possible extension

Location: Kansas City, MO 64111 (In-person: M-F 8am - 5pm)

Resource's typical working day:

• Working with Desk side support
• Answering technical support issues
• Working tickets
• Assisting with the distribution of hardware across the country
• Proactive customer service

Years of Experience needed:

• 4-6 years IT experience
• 5+ years in customer service

Level of Education:

• H.S. Diploma with technical experience

Systems/Software proficiencies:

• Windows 11
• Office 365
• InTune
• Azure
• Active Directory
• Imaging Process

Certifications/Licenses:

• Microsoft Certification preferred

Top Must have Skills:

• Great Customer Service Skills
• Ability to communicate with client

Top Nice to have Skills:

• Willingness to learn
• Team Player
• Able to collaborate

Interview Process:

• Techinical phone screen
• Culture interview (Teams)
• On-Site meeting

• A minimum of two to three years of related experience and/or training.
• A+ PC Technician
• Both Network + and Dell Hardware certification is a plus Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding.
• Ability to write routine reports and correspondence.
• Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.
• Ability to effectively present information to an internal department and/or large groups of employees.
• Requires knowledge of financial terms and principles.
• Ability to calculate intermediate figures such as percentages, discounts, and/or allocations.
• Ability to comprehend, analyze, and interpret situations.
• Ability to solve problems involving several options.
• Requires strong analytical and quantitative skills.
• Exceptional Customer Skills required.
• Oversees the daily operations for a specified location including software, hardware, tape backups, phone administration, and the local area network.
• Provides level I & II end-user support for software and hardware issues.
• Oversees the daily operations of the local area network.
• Installs and upgrades Microsoft Windows operating systems including standard business applications and associated peripherals.
• Troubleshoots Desktop Virus and malware issues Maintains a daily backup of all network files.
• Performs service administration tasks for software and hardware products to ensure manufacturer warranty.
• Troubleshoots any software and hardware problems through debugging, testing, and vendor assistance.
• Provides recommendations of program changes to correct software problems.
• Assists in the purchasing of new computer equipment and peripherals for a specified location.
• Performs software and hardware inventory.
• Basic Administration of Phone and Voicemail systems for site.
• Performs other duties as assigned.
• No formal supervisory responsibilities in this position.
• May provide informal assistance such as technical guidance and/or training to coworkers.
• May coordinate work and assign tasks.
• Decisions made with general understanding of procedures and company policies to achieve set results and deadlines.
• Errors in judgment may cause short-term impact to co- workers and supervisor.