The Support Center Analyst is a first level support role with the primary responsibility of providing the world class customer service by efficiently identifying and resolving customer problems/issues related to both applications and hardware. This position is responsible for troubleshooting customer problems/issues utilizing standard troubleshooting tools including, but not limited to, FootPrints ticket tracking system, an internal knowledgebase, and Microsoft System Center Configuration Manager “SCCM."

Qualifications:

• Previous help desk and/or IT customer service-related experience with high volume of requests and demanding clientele.
• Strong knowledge/support ability of MS Word, Excel, PowerPoint, and Outlook. (MOS Certification is a big plus.)
• Previous Corporate/Legal IT Support experience.
• Experience providing technical support in a Windows 10 based environment
• Experience supporting Blackberry, Android, and iOS devices (iPhone/iPad) with Exchange email.
• Experience with supporting VPN connectivity and support.
• Experience with Citrix environments and supporting RSA SecurID Tokens

Experience:

Familiarity with the following is preferred:

• Ticketing systems (Footprints, Remedy, etc.)
• Mac OS X (Mavericks, Yosemite)
• Cisco VPN
• DeskSite/iManage
• Workshare Products
• Microsoft System Center Configuration Manager “SCCM”
• Active Directory
• VoIP Phone Systems

Please note the available shifts for this position:

• Wednesday to Sunday, 8:30 am - 5:30 pm
• Wednesday to Sunday, 12:00 am to 9:00 am
• Monday to Friday, 3:00 am to 12:00 pm