Technology Support Analyst
CIBER - Minnesota

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Ciber, Inc is currently looking for a Business Systems Analyst in Saint Louis Park, MN.

Work in a high volume call center environment that operates 24x7x365.

Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal.

Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.

Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP environment, offering a variety of level 1 to 1.5 solutions over the phone.

Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool.

Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.

Follow policies and procedures regarding the safeguarding of sensitive information, such as PHI/PII and access to corporate systems.

Escalate high priority, high impact issues to the USC's internal support teams.

Use an issue knowledge base to effectively resolve and assign issues to the appropriate support group.

Use remote control tools to assist customers when needed.

Provide feedback on technical documentation for publication in Knowledge Base.

Work in a low-wall cubicle environment with moderate noise levels.

Frequently speak and listen using a headset, sit for longer periods of time working at a computer, scheduled lunches, breaks, and off phone time.

Qualifications

High volume help desk or call center experience

High School Education or equivalent experience

5+ years of Technology Support experience

5+ years of experience with PC operating systems including Windows NT, 2000 and XP

5+ years of experience in a customer service role

Experience with Networking Principles, Internet Protocol Suite (TCP/IP),

Local Area Networks (LAN) and Wide Area Networks (WAN)

Experience with MS Office (including Word, Excel and PowerPoint)

Ciber is a global IT consulting company with 7,000 consultants in North America, Europe and Asia/Pacific, and approximately $1 billion in annual revenue. Client focused and results driven, Ciber partners with organizations to develop technology strategies and solutions that deliver tangible business value. Founded in 1974, the company trades on the New York Stock Exchange (NYSE: CBR). For more information, visit

http://www.ciber.com/

Just as we have built our business on the success of our clients, our continued company growth and achievements are built on the success of our team members. At Ciber we believe our employees are our most valuable asset. Upon contact, a Ciber Recruiter will discuss our benefits package in more detail as it pertains to your individual needs. Some highlights of our full benefits package include: paid time off, paid holidays, retirement savings plan, employee stock purchase plan, medical, dental, vision, life & disability insurance, and tuition reimbursement. Ciber, Inc. is an Equal Opportunity Employer.

CIBER - 2 years ago - save job
About this company
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No, CIBER's consultants aren't cyborgs. CIBER (Consultants in Business, Engineering, and Research) is an IT consultancy that...