Lead Technical Support Analyst

Job Details

  • ID#45407779
  • Address 63011 , Ballwin,

    Missouri

    Ballwin USA
  • Job type

    Contract

  • Salary USD $85,000.00 - $85,000.00 hourly 85000.00 - 85000.00 hourly
  • Hiring Company

    Kforce Technology Staffing

  • Showed03rd September 2022
  • Date02nd September 20222022-09-02T03:00:00-0400
  • Deadline01st November 2022
  • Category

    Et cetera

Lead Technical Support Analyst

RESPONSIBILITIES:Kforce has a client that is seeking a Lead Technical Support Analyst in Ballwin, MO.Summary:The Lead Technical Support Analyst will serve as the primary point of contact in the identification and resolution of escalated and critical incidents for end users in a geographically dispersed and technically diverse environment; support spans areas including applications, systems, devices, networking, among others. They will provide leadership and guidance for our Technical Support Analysts and interact regularly with Level 2 & 3 while supporting and working with customers via phone and/or email to understand, research, and resolve highly technical issues.Responsibilities: Lead Technical Support Analyst will diagnose, troubleshoot, and resolve various software and hardware incidents and assist our end users with any logged IT-related incident as needed Take ownership of escalated issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible Accurately record, update and document incidents, requests and problems using the IT service management system Effectively troubleshoot and resolve hardware and software issues associated with Windows PCs, laptops, tablets, peripherals, etc. Communicate effectively with technical and non-technical colleagues at all levels in the organization and keep leaders informed of critical issues and trends; Express excellent verbal and written communication skills Organize, prioritize, and assign incidents escalated to Level 2/3 to meet or exceed response and resolution SLAs Escalate incidents to other support teams when necessary Successfully collaborate with a large group of vendors to support a wide scope of PM/EMR systems, applications, network environments, end-user computers, medical equipment, phones, etc.REQUIREMENTS: College or Associates degree preferred 2 - 5+ years of experience troubleshooting and resolving technical issues associated with a range of applications, systems, databases, operating systems, hardware, servers, networking, etc. Previous experience working on the command line/within PowerShell to identify and resolve complex operating systems issues or to eliminate redundant tasks through the development and deployment of automated scripts Strong understanding of supporting Windows 10 in an enterprise environment Some experience with supporting macOS (macOS Sierra - 10.12 and newer) operating systems in an enterprise environment Experience supporting and setting up PC and Mac computers using configuration tools (e.g., Microsoft Autopilot, Intune, SCCM, JAMF, AirWatch, etc.) Supporting multi-factor (e.g., phone factor, Microsoft Authenticator, Google Authenticator, etc.) in a corporate environment Troubleshooting VPN and remote access tools (e.g., AnyConnect, Remote Desktop Connection, etc.) Experience working within Active Directory (e.g., password resets, hierarchy setup, AD binding, GPO, DFS, etc.) Troubleshooting network problems (ex: DNS, DHCP, self-assigned IPs, port patching, etc.) Previous experience or working knowledge of web servers and associated technology such as Apache Tomcat, Glassfish, WebLogic, WebSphere, Nginx, among others highly desired Previous experience or working knowledge of at least one IT Service Management (ITSM) framework such as ITIL, COBIT 5, ISO 20000, Microsoft Operations Framework (MOF), etc. Highly skilled technical knowledge and troubleshooting aptitude Demonstrated leadership abilitiesKforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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