Job Description

SD Analyst Responsible for providing the first point of contact for internal customers. Responsible for providing hardware, software, servers, printers, Networks, communication and procedural support over the phone and online in an effort to aid our business units in operating in an effective and efficient manner. Provides resolutions to problems in a professional, timely and cost effective manner. Available for on call support 24/7/365 Candidate should be technically sound with Windows Troubleshooting with registry edit (No Boot, No internet, optimization), SCCM, Citirx , Active Directory (basic troubleshooting), Outlook troubleshooting, Printer Troubleshooting, External Monitor troubleshooting & docking station, Network drives. Must have experience in troubleshooting MAC devices (optimization, mac troubleshooting), Minimum 2+ years of experience in a technical support role. - Knowledge of troubleshooting Windows 10, Win 8 Operating system, PC Hardware, Basic Knowledge of Internet Explorer, Networking, Messaging, and MS Office etc. Must be able to speak fluent English possess excellent writing and comprehension skills with excellent customer handling skills. Applies advanced diagnostic techniques to identify problems investigate causes and recommend solutions. Provides troubleshooting and support. Analyzes customer needs to determine functional and cross-functional requirements. Maintains current knowledge of relevant technologies as assigned. Participates in special projects as required. When applicable, provides suggestions for process and procedure improvement. Qualifications/Education 2-3 years of directly related experience supporting Remote installation and troubleshooting. Degree or Technical Training. Experience in business applications and infrastructure technical support. Experience in an ITIL environment. Experience in a Lean or Six Sigma environment.

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