close image
Back
Back
Back
Back
Refer a Friend

Customer Job

IT Customer Support Analyst

Job ID: 23-00967
Job title: IT Customer Support Analyst
Location: Madison, WI 53718
Duration: 4+ months (Possibility of extension)
Candidates can be remote in the Wisconsin area.
 
Intelliswift Software Inc. conceptualizes, builds, and supports the world's most amazing technology products and solutions. Our team of rich experts from diverse backgrounds contributes to making Intelliswift one of the most reliable partners in IT and Talent solutions. We specialize in delivering world-class Digital Product Engineering, Data Management and Analytics, and Staffing Solutions services to Fortune companies, SMBs, ISVs, and fast-growing startups.
 
Description:
 
JOB SUMMARY:
  • Responsible for providing first-tier escalation support for Help Desk calls. Responds to requests and incidents and, whenever possible, implements a solution to provide first-call resolution for the end user.
ACCOUNTABILITIES
  • These accountabilities are not intended as a complete list of specific duties and responsibilities and does not limit or modify the right of any supervisor to assign, direct, and control the work of employees assigned to this job.
Primary Accountabilities
  • Assists end users by providing a mix of technical and customer service skills. Support is generally of a repeatable documented troubleshooting nature.
  • Provides technical assistance and support for general and routine incoming queries related to End User devices, virtual private network connections and user access management. When necessary, escalates tickets to Sr IT Customer Service Analyst
  • Performs remote software distribution via an endpoint management tool. Coordinates with field or corporate users to ensure that the software is distributed successfully and to the correct end users. Provides assistance and troubleshooting of corporate and personal mobile devices.
  • Manages incident and request, including escalation and assignment to appropriate support team. Creates and manages Master incidents in ServiceNow for IT Rapid Response Teams and Cybersecurity Incident Response teams. Writes, reviews and maintains articles in ServiceNow knowledge base database.
  • Provides in-person and remote technical support for non-IT business functions such as the New Employee Orientation events and Front Desk Security Wireless Access Requests.
  • Provides capital project team support by creating deployment documentation such as FAQs and ticket workflows. Assists with new team member onboarding and training. Trains the Customer Support Agents in new processes and technologies. Creates training documentation as necessary. Works in a secure manner using two-factor authentication and other security measures as required. Participates in a 24/7 on-call rotation.
  • Voices customer requirements into tasks and stories using Agile tools. Communicates with peers such that user tasks and stories are clearly understood by all stakeholders. Supervision
  • Performs work under the direct supervision of a Manager.
 
QUALIFICATIONS
  • Preferred Associate Degree Information Technology Preferred Certification IT Related
Preferred Required Experience
  • Experience with Microsoft Windows operating systems and software, client and mobile computing hardware, peripherals, and general End User device troubleshooting and problem resolution. Preferred Experience
  • Incident and request management using ServiceNow experience is strongly preferred.
  • Office 365 and Ivanti’s Endpoint Manager (formerly Landesk). Knowledge, Skills, and Abilities
  • Ability to work individually and as a team member.
  • Ability to manage time and work in a high-paced environment.
  • Demonstrated effective interpersonal, verbal, and written communication skills.
  • Demonstrated experience communicating professionally with End Users in problem / urgent situations.
  • Demonstrated ability to apply logical reasoning to situations and derive workable solutions to low complexity problems.
  • Ability to plan and carry out responsibilities with minimum direction and work effectively when multiple priorities exist.
  • Ability to work effectively in a diverse work environment.
 
Intelliswift is committed to fair and equitable compensation practices. The range provided for this position is determined by various factors including, but not limited to, relevant work experience, skills, certifications, and location. Intelliswift offers medical insurance, dental insurance, vision insurance, supplemental life and AD&D insurance, and any other benefits per state law.
Equal Employment Opportunity Statement
Intelliswift celebrates a diverse and inclusive workforce. We offer equal employment opportunities to all applicants and employees. All qualified applicants will be considered regardless of race, color, sex, gender identity, gender expressions, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other protected basis under the law.
Americans with Disabilities Act (ADA)
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact Intelliswift Human Resources Department
Other Employment Statements
Intelliswift participates in the E-Verify program.
 


 
Share Job

Share to

CV or resume

Choose file
or drag and drop file here
For best results, upload *.doc/.docx/.pdf format files only (File size must be less than 2MB)

Personal information

Tell us something about yourself

How may I help you?

Welcome to Intelliswift Bot

Agent Image

IntelliBot

Support Agent

Hi, Welcome to Intelliswift!
I am here to help you find your way! What are you looking for?

What are you looking for?