What are the responsibilities and job description for the Technical Support Analyst (L1) position at InfiCare Staffing?
Role: Technical Support Analyst (L1)
Location: Plymouth/Rockland Town, MA (Onsite)
Duration: Long Term
Job Description
2-3 years of Phone/Customer support experience Mandatory with excellent communication skill
2-3 years of Windows Technical Service desk experience is necessar
knowledge Windows 11 and basics of Windows Serve
Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc.
ITSM ticketing tools such as Ivanti, ServiceNow etc.
User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.
Remote desktop connectivity applications, Windows end point suppor
MS Office Suite and application suppor
Web Application, VPN knowledg
Administer and provide User account provisioning
.Support desktops, laptops, thin clients, printers, scanners, and peripheral
Install, configure, and update banking-approved softwar
Follow all internal controls and policie
Assist in password resets, MFA support, and identity/access management requests
Identify and report suspicious activity or potential security threat
Maintain a strong focus on data privacy and cybersecurity best practice
Document solutions and create user guides/knowledge base article
Responsible for installing desktop applications and softwar
Use the Incident Management System to document and manage problems and work requests and their respective resolution
Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closur
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOP
Route problems to internal 2nd level IT support staff
Highly self-motivated with keen attention to details