Technical Support Analyst Job

Yoh has multiple contract opportunities for TECHNICAL SUPPORT ANALYSTS to support out client in St. Charles, MO.

JOB RESPONSIBILITIES:

- Operate in a support center environment to provide professional, timely, and accurate resolution of inbound technology related problems.
- This position focuses on customer service, technical expertise, timeliness, efficiency, and quality-first contact resolutions.
- Resolves inbound technology-related problems in a support center environment.
- Provides remote customer service by responding to inbound (avg 20-30 calls/day) and placing outbound phone calls and ensuring the highest-level of customer service by following professional phone etiquette protocol and operating in a helpful and timely manner.
- Troubleshoots problems quickly to determine the appropriate resolution path.
- Documents issues within the problem management system with clear, concise and accurate information; documents troubleshooting process and procedure for each issue.
- Assists with trend and root cause analysis; identifies and communicates problem trends; identifies and communicates gaps in department knowledge required to resolve specific problems.
- Tracks activities using the appropriate software (Service Now) and telephone systems.
- Educates customers on appropriate problem resolutions to minimize repeat requests; provides timely follow-up.
- Develops and maintains required technical knowledge and skills; independently pursues skill building activities in conjunction with daily workload.
- Assists with task automation and process improvements, as directed.
- Maintains established service level agreements to meet customer expectations and quality standards
- Troubleshooting issues ranging from password resets to WAN outages.
- Support technologies from thin clients and personal PC's to mobile devices and complex networks.

JOB QUALIFICATIONS:

- Experience with Microsoft Windows Technologies.
- Strong analytical and problem-solving skills.
- Experience troubleshooting and supporting networks (DHCP, DNS, transport protocols, Routers, Switches, LAN/WAN and wireless connectivity), tablets, smartphones, personal PC's, printers, Active Directory, Outlook, thin clients etc.
- Good phone etiquette and possess the ability to articulate technical information via phone.
- Strong customer service orientation with previous experience in a customer facing role (ie retail environment) is a plus.
- Experience with Service Now ticketing software is also a plus

DISCOVER ALL THAT'S POSSIBLE WITH YOH. APPLY NOW.

RECRUITER: Scott Bennekemper

Yoh is a professional staffing provider with over 70 years of experience in the short- and long-term staffing services industry

Yoh, a Day and Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.

Tax Term: INFOTECH

J2W: INFOTECH; J2W: ENGJ2WBRSTL

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Branch: IT & Telecom