Technical Support Analyst

TECHNICAL SUPPORT ANALYST DENVER, CO CONTRACT OPPORTUNITY

Take your career to the next level with COMPUCOM. We offer jobs with Fortune 1000 companies nationwide, AND invest in your career development through our generous, annual training contribution.

Currently we re looking for a seasoned Tech Support Analyst with hardware/software system configuration and troubleshooting skills. This includes (but is not limited to) Routers, Firewalls, Servers, and other network hardware.

The Technical Support Analyst will provide L1 technical support for our high-visibility client's corporate and commercial systems and applications on a global scale, following documented support procedures to meet established service levels. Many service levels have strict financial penalties for failure to meet.

OVERVIEW

- Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate.
- Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
- Liaise with L2 support groups in the resolution of incidents.
- Support project schedules and changes.
- Maintain technical skills through participation in ongoing training.
- Analyze and isolate anomalies presented via standard alerting, utilizing a variety of hardware and software testing tools and techniques.
- May participate in the management of highly critical events that may have the potential of major financial and/or reputation impacts.
- Assess accurately, and within pre-defined time periods, the impact of a critical/major system/application outage.
- Resolve standard incidents within agreed timescales without escalation.
- Propose process/procedure improvements to better the department and services provided.
- Offer effective/sound recommendations to address repetitive issues.

QUALIFICATIONS

- BS degree in Information Systems or CS or equivalent experience
- 5-7 years of experience preferably in financial services
- Bilingual skills (Spanish) beneficial
- Hardware/software system configuration and troubleshooting skills, including Routers, Firewalls, Servers, and other network hardware
- Demonstrated analytical abilities in independently resolving routine problems within technical areas of responsibility
- Demonstrated analytical abilities in independently resolving complex problems that may not have fully documented handling procedures
- Sound judgment to determine priorities and enlist support of others to prevent compromises to business or client service level agreement.
- Demonstrated ability creating procedures for complex issues to provide the ability for junior members to resolve these issues in the future
- Proficiency in MS Office required
- Windows or Unix Certifications preferred
- ITIL V3 certification preferred

CompuCom, the leading IT outsourcing specialist, delivers IT your way. Our clients like working with us because they know that, with CompuCom, it's all about you. Our unique ITSM strategy blends your data center, network, voice, and end user computing environments in an innovative fashion. This radically simplifies your IT, allowing you to focus on growing your business and serving your customers. We are highly regarded by worldwide and regional organizations alike for our pragmatic approach, best practices, and highly skilled workforce. This balance provides the perfect alternative to address the evolving challenges facing you, today and in the future. More than a trusted advisor, CompuCom is your trusted doer.