IT Customer Service Analyst

About the Role

Applies in-depth knowledge to provide technical support to end-users, diagnosing and resolving technical issues through various channels while delivering customer service. Documents solutions, contributes to knowledge bases, and analyzes incident trends to improve processes and enhance user experience.

Key Responsibilities

• Maintain knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques for role and daily job functions.
• Manage ticket workload while providing outstanding customer support by analyzing, diagnosing, and resolving or escalating problems and requests within service level agreements.
• Provide remote support for Data Backups/Restoration and Hardware/Software installation services.
• Troubleshoot and resolve Windows environment, Office 365 application issues, basic networking issues, browser issues, and applicable CVS IT supported software issues.
• Send follow-up emails or make follow-up calls to end users regarding open requests to maintain personal ticket queue.
• Image, configure, and deploy computers and equipment to end users locally and nationally.
• IT Asset management.
• Collaborate with team members to answer procedural questions, and assist or provide solutions.
• Assist with special projects when assigned.
• Evaluate and provide feedback on new IT tools, processes, and support methods.
• Escalate problems to the appropriate resolution groups whenever necessary.

Requirements & Tech Stack

• Windows environment
• Office 365
• Basic networking
• Browser troubleshooting
• CVS IT supported software
• Data Backups/Restoration
• Hardware/Software installation
• IT Asset management

Qualifications

• 0-2 years related work experience.
• Basic awareness of problem-solving and decision-making skills.
• Must be able to lift up to 50 lbs.

Preferred Qualifications

• CompTIA A+ certification preferred.

Education

• Bachelor's degree preferred.