Technical Support Analyst II
3E Company 8 reviews - Carlsbad, CA

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3E Company is seeking to hire a Technical Support Analyst II. This position will be based in Carlsbad, CA.

This position will help: resolve computer software and hardware problems for all employees, set up hardware for employees and maintain network and telecommunications systems and consult with users to determine source of specific error and recommend solution. Solid software experience and working knowledge of hardware and hardware configurations is needed.

The Technical Support Analyst II is responsible for the quality and delivery of technical expertise to internal customers on the technology used to deliver and maintain 3E products and services. The support is delivered both onsite and remotely using various processes and available tools. A Technical Support Analyst II like a Technical Support Analyst I must demonstrate expertise in all activities associated with problem resolution management of end user client network devises (PC, Printer, Scanner, copiers, etc.). The primary difference is depth of knowledge and quantity of output. This position may train or coach associates and customers on tasks involved with the above areas. Assignments are independently planned with approval required. Assignments range from simple to complex.

Help Desk
  • Respond to devise failures, customer training, system maintenance and security breaches requests. Items that cannot be resolved within the standard window or are beyond the scope of this job are elevated or reassigned. Assigns helpdesk tickets.
Vendor Management
  • Manage vendor contracts for supplies and service impacting client devises. Includes printer parts & supplies, paper, copier supplies, cell phones & blackberries.
Remote & home office support
  • Encrypt laptops, support home office equipment (Desktop’s, printers, VoIP phones, and company supplied routers)
Virus and Malware control
  • Demonstrated ability to detect and remove Virus and malware from infected devises.
Documentation:
  • Develop and keep current “points of failure” and process documentation. Creates and maintains Desktop operating procedures.
Written Communication
  • Writes clear, concise and comprehensive documentation, such as memos, end user instructions and systems specifications, product descriptions, etc
Team Work
  • Participate in team discussions; contribute to team projects, supports team goals.
Other
  • Completes all responsibilities as outlined on annual Performance Goals.
  • Completes all special projects and other duties as assigned.

Qualifications:
  • Communication skills - Excellent oral and written skills.
  • Manage vendors, control associated costs, audit agreements, and validate compliance.
  • High school and technical school training or equivalent college degree preferred.
  • Five to seven years experience in a Help Desk or a computer technical environment. Specific experience with client software (MS Office, Exchange, Windows XP, Windows 7, Numara Track-it, McAfee AV, Devise Encryption, Symantec Ghost, etc.) And hardware (Lenovo laptops, HP desktops, HP printers, Black Berry, Droids and other wireless communication devises).
  • A self-starter, who can efficiently manage, prioritize and complete assignments with little or no technical direction. Possess strong problem solving skills in a client server environment.
  • Advanced working knowledge of MS operating systems.
  • Advanced knowledge of desktop applications and 3E’s change control process.
  • In depth knowledge of network maintenance standards and processes.
  • Ability to read, comprehend and execute processes that relate to workstation recovery and maintenance. (Ability to comprehend and follow complex technical directions)
  • Demonstrated ability to learn and execute new technical skills with increasing levels of efficiency.
  • Serves as a technical mentor / teacher to customers and other team members.
  • Contributes to continuous process improvements within Helpdesk function.

About this company
8 reviews
3E Company, a subsidiary of Verisk Analytics (Nasdaq:VRSK), offers a comprehensive suite of data, products, and services for environmental...