What are the responsibilities and job description for the Support Center Analyst position at MDS (Micro-Data Systems)?
*****NO C2C OR THIRD PARTY INQUIRIES*****
Support Center Analyst
- Location: Minneapolis, MN – Fully Onsite
- Hourly Rate: Up to $28/hr
The Support Center Analyst I is responsible for supporting Company's users requiring assistance with technology and serves as an internal resource to provide level one support.
Occasional remote support or travel is required to serve hybrid office work and geographically dispersed locations. A technical background combined with customer service experience is required, as well as problem solving and the ability to motivate the team to achieve specific goals. Ensure high quality technical support while maintaining or exceeding service levels and KPI/QA targets.
JOB DETAILS
- Monitor and respond to support requests through phone, walk-up, email, and self-service ticketing.
- Collaborate with internal team members, and external groups to triage and troubleshoot issues, serving as a subject matter expert or escalation point for advanced issues.
- Track and document work performed in an ITSM tool (Atlassian Jira Service Management.)
- Work independently with minimal oversight.
- Support enterprise software including Microsoft Windows, Mac OS, O365, Okta, SharePoint, Jamf, Apple iOS and Android.
- Assist and contribute to vendor management efforts.
- Assist with technical project work as needed.
CANDIDATE REQUIREMENTS:
- Bachelor's degree in a computing-related field or equivalent work experience.
- Strong verbal and written communication, time management, and customer service skills.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Pursues and adapts to input and feedback.
- Demonstrated understanding of, sensitivity to, and respect for the mission and traditions
Salary : $25 - $28
