Analyst, Field Support

Analyst, Field Support

The Analyst, Field Support position is responsible for providing Level II IT equipment and user support to designated Optimum offices or work-from-home users, including executive leadership members and their staff. This support ranges from working with centrally located network and voice support teams to providing full hardware and software desktop support.

Responsibilities

• Respond and resolve end-user issues via in-person visits, telephone or escalated service desk tickets, maintaining service level agreements.

• Perform installations, configures and tests desktop/server hardware and software.

• Troubleshoot mobile and telephony devices.

• Partner with internal departments to implement new programs or provide technical assistance.

• Coordinate with corporate IT resources to understand and minimize the impact of potential widespread issues.

• Monitors resource utilization, coordinates hardware/software upgrades, train computer operators and users, requests software fixes and enhancements from various software vendors and physically installs electronic business equipment.

• Provides support and education by preparing application, hardware, and network documentation.

• Improves productivity by providing technical and operational support to end users of computer systems.

• Assists with the support and maintenance of IT managed network and system infrastructure in coordination with enterprise network team.

Qualifications

• High school diploma or equivalent required; Bachelor's degree in Computer Science or similar a strong advantage.

• Proficient in supporting Windows OS, Apple OS, iPhone and Android devices.

• Previous experience supporting C-Level Executives with IT requests.

• Previous experience troubleshooting basic desktop and laptop hardware/software.

• Microsoft technical certification for current Windows OS, a plus.

• Vendor hardware certification(s), a plus.

• Ability to troubleshoot technical issues remotely.

• Working knowledge of systems hardware, printers, scanners and other peripheral devices.

• Appropriate valid driver's license and a good driving record.

• Routine travel to various Optimum offices within assigned territory. 24x7 on-call availability to respond to support requests and flexible work schedule to respond to the needs of the business.