Technical Analysis Sr. Associate-Dell SecureWorks
Dell Financial Services L.P. - Providence, RI

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Technical Analyst

Dell SecureWorks is a market leading provider of world-class information security services with over 2,800 clients worldwide spanning North America, Latin America, Europe, the Middle East and the Pacific Rim. Organizations of all sizes, including more than ten percent of the Fortune 500, rely on Dell SecureWorks to protect their assets, improve compliance and reduce costs. The combination of strong client service, award-winning security technology and experienced security professionals makes Dell SecureWorks the premier provider of information security services for any organization. Positioned in the Leader’s Quadrant of Gartner’s Magic Quadrant for MSSPs, Dell SecureWorks has also won SC Magazine's "Best Managed Security Service" award for 2006, 2007, 2008 & 2009.


Dell SecureWorks is seeking a motivated professional to join our team as a Technical Analyst.

This position will work with daily end user support which includes some phone support.

Technical Experience:
Basic working knowledge of Active Directory 2003

Basic knowledge of Linux operating systems

Windows 7 OS support experience

Microsoft Office 2010/2007 support experience

Mobile device support (Blackberry and iPhone preferred

Desktop OS imaging (Ghost, MS RIS, etc)

Familiarity with remote/VPN connectivity

Familiarity with workstation network connectivity

Network printer troubleshooting experience

Symantec antivirus experience preferred

LANDesk experience a plus

Essential Duties & Responsibilities

Technical support for internal users primarily in a Windows7 environment

Manage incoming technical requests by acknowledging request tickets

or answering phone queue

in a timely manner and resolving or assigning them efficiently

Respond to ticket requests where appropriate by email or phone to update end-users on the status of the tickets

Perform various technical functions to satisfy certain requests such as password changes, group permissions administration, and other duties

Accept ownership for ticketed issues until that issue is resolved or accepted by technical leads

Tier 2/3 technical support with hardware, OS, application and network connectivity

Work with supervisor to maintain and manage hardware/software inventory

Interact with Technical Operations team to address and resolve day to day issues

May require working late and some weekends


Knowledge, Skills, & Abilities

Strong attention to detail, professional demeanor, good work ethic, eagerness to learn

Demonstrated ability to communicate well with others and to thrive in a team environment

Adapt to a fast paced environment

Ability to multitasking

Goal oriented and self-motivated

Strong written and oral communication skills, possess the ability to interact with senior management and technical staff

Excellent Customer Service

Ability to work in a fast paced environment and comfortable adjusting to changing priorities

Ability to lift and move up to 50 pounds

Education and Experience:
College degree preferred, but not required

3-4 years professional experience in a

support environment.

Enterprise email client experience in an Exchange 2007/2010 environment preferred


Remote support experience

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