Technical Analysis Sr. Associate Dell SecureWorks
Dell - Providence, RI

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JOB DESCRIPTION: 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
Life At Dell
Equal Employment Opportunity Policy

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