Corporate Desktop Support Analyst Associate

Technical Support Specialist

Responsible for providing technical support to SEI users. Duties include providing phone, email, on-site, and remote support for production systems, troubleshooting, and resolving issues while maintaining case tracking of these actions. Special emphasis is given to strong customer service skills.

Essential Duties & Responsibilities:

• Processing a variety of packages for shipping through vendor portals.
• Provisioning & deprovisioning hardware for the organization through setup, packing, and processing returns.
• Provide support to SEI users over the phone, email, and in-person by identifying and resolving issues associated with software and hardware.
• Coordinates issue escalation to other IT teams and communicates progress and resolution.
• Documentation and case management of all support requests to detail information on reported requests, troubleshooting, actions taken, follow-up, and resolution.
• Documentation and management of all SEI assets deployed, swapped, and returned.
• Meets and exceeds team service level metrics with productivity, case management, and quality of service.
• Keeps apprised of new technology and system updates.
• Complete special projects or other tasks assigned in the agreed-upon timeframe and goals.
• Assist with support & management of on-site hardware and networking.

Job Skills:

• Proficiency with using case management tools (Salesforce a plus).
• Must possess excellent oral and written communication skills and place a high degree of importance on developing and maintaining a high quality of service.
• Proven ability to learn new technology quickly.
• Ability to research and solve complex technical issues via phone, email, and online tools.
• Must possess the ability to prioritize tasks, stay organized, and be flexible to changing priorities.
• Ability to work on multiple tasks simultaneously, despite frequent interruptions.
• Consistent, high-level demonstration of integrity and professionalism.

Work Experience:

• Four or more years providing customer service and support for end-user technology.
• Two or more years of experience as a team lead or supervisor is a plus.
• Experience in an educational setting is a plus.
• Experience troubleshooting and diagnosing hardware issues.
• High level of experience using and troubleshooting with Windows Operating System, Microsoft Office, Internet Browsers is required.
• Experience using and troubleshooting with Mac Operating Systems, Mobile Devices, Chromebook OS, Windows/Mac Hardware, Citrix/VPN connections, and security applications and tools is highly preferred.
• Experience with remote management tools in the resolution of technical issues is a plus.
• Experience with Active Directory, Citrix Director, and Microsoft Administration is a plus.
• Experience imaging hardware and using software deployment tools is highly preferred.
• Experience with JAMF and SCCM.

Education:

• Two-year degree or higher from an accredited institution (preferred) or equivalent work experience.

Certificates, Licenses and Registrations:

• CompTIA A+ certification is highly preferred.
• JAMF certification is highly preferred.

Other:

• Must be able to travel up to 20% of the time.
• Must be able to lift 25 lbs.
• Typical office setting.
• Mobility within the office including movement from floor to floor.
• Hybrid office setting with remote and on-site.
• Travel via plane, car, and metro may be required to perform this job.
• Must be able to work more than 40 hours per week when business needs warrant.
• Access information using a computer.
• Effectively communicate, both up and down the management chain.
• Effectively cope with stressful situations.
• Strong mental acuity.
• Regular, dependable attendance and punctuality are essential functions of this job.
• Other essential functions and marginal job functions are subject to modification.

SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.

SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture where individuals can grow their careers and contribute fully. We strive to attract talent with broad experiences, skills and perspectives. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is $21.50 - $32.75 - Hourly.

If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.