Tech Support Analyst

Artech LLC

Louisville, KY

Louisville, KY, US
Louisville, KY
30+ days ago
Job Title: Tech Support Analyst
Location: Louisville, KY (Remote but must onsite for 2 weeks training)
Duration: 3+ months
Job ID: 9371-1

Hours: Flexibility - MTW 7-5; 1 weekend day or weekend; EST
Remote or Onsite: Need to be on-site for training *2 weeks training*
Equipment: Pick up or ship: Onsite

Experience: High call volume experience; calls and chats (through managed chat service); strong background in customer service
Parking garages near the office; will be funded by candidate

Notes: Can work remotely or chose to be on-site
Managing Distribution lists *D-Lists*
Resetting passwords
Call Center - technical piece comes after
Former employees maybe considered

What are the applications to be supported?
Multi factor authentication
Microsoft Applications
Office 365
Using applications and how they are supported will be trained on

Soft Skill requirements (team fit/personality requirements)
Multi service desk - Globally
Latin America, APAC
Experience cross culturally - will be working with other cultures

Job Profile Description
  • Provides Service Desk Support by; supporting users in diagnosing, reporting and resolving or correcting hardware/software problems.
  • Installs, maintains and troubleshoots hardware/software according to company standards; reconfigures existing systems and/or performs system upgrades as required.
  • Logs all issues with appropriate documentation as requested by Level II and III support teams.
  • Routes calls to appropriate support teams as per described troubleshooting steps.
  • Monitors and escalates issues until resolution, closure or the appropriate group has accepted.
  • Operates in a specified role within Global Service Desk (Training, Knowledge Base, Deskside, Process, Ticket reviews, Team Leader cover).

About the Company

Artech LLC