IT Customer Support Analyst at Trigyn Technologies Inc

Immediate contract opportunity for an IT Customer Support Analyst with direct client in New York City.

Trigyn's Direct client is looking for an IT Customer Support Analyst to join the IT department to support end-users in resolving technical problems. The responsibilities of the IT Customer Support Analyst include responding to technical queries and issues, resolving problems in a timely manner, and providing technical recommendations. The successful candidate will be able to provide exceptional customer service and perform user administrative responsibilities efficiently. Ultimately, the IT Customer Support Analyst will be able to display excellent problem-solving skills and a solid knowledge of IT solutions.

IT Support Analyst Responsibilities:
• Perform analysis of root causes.
• Develop checklists for reoccurring problems.
• Develop recommendations for procedures to prevent problems.
• Evaluate and resolve complex problems that arise.
• Analyze and resolve computer hardware, software, and network issues, modify configurations.
• Perform user administrative tasks.
• Working knowledge of network protocols, and hands on connectivity debugging experience.
• Prioritizes and appropriately escalates issues to assure timely problem resolution. Carries out fact-finding and analysis of problems; determines most effective problem resolution
procedures. Suggests, tests, implements, and evaluates solutions.
• Coordinates and interacts with other teams within the department and functions as a liaison between our department and users to communicate end-user needs and ensure effective solutions are implemented.
• Coordinates contact with vendors as needed to assist with support activities.
• Tier 1 level support for enterprise systems and select local solutions.
• Working knowledge of Tier 1 problem resolution of SAP Travel/HR and/or SAP SRM helpful.
• Maintains records of work activities and documents recurring, difficult, or complex problems; identifies trends, recommends solutions and resources.
• Testing of new devices and ICT services for onboarding into UNHQ support landscape.
• Attends training sessions, conferences, classes, and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies.

IT Support Requirements:
• 2 - 3 years of experience in an end-user IT customer support role.
• Support and troubleshoot desktop, laptop, and other devices.
• Support and troubleshoot wireless devices (Android and IoS)
• Support of Wi-Fi issues and equipment
• Advance knowledge of 0365 and managing Outlook client accounts.
• Strong knowledge of Microsoft Office packages (at least Word, Excel and PowerPoint) with
technically demonstrated abilities.
• Strong understanding of Microsoft Azure Portal & Azure AD.
• Strong technical background supporting MFA login and network issues
• Basic support of videoconferences and videoconferencing equipment & applications.
• Basic understanding of SAP FI/CO and how it integrates with other SAP modules is an added advantage.
• Working knowledge of specialized or non-standard equipment such as Smartboards, Surface Hubs, etc.
• Provides basic training to end-users on the use of standard systems and applications.
• Ability to work independently.
• Exceptional customer service skills.
• Large enterprise work experience desired; should have provided Help Desk & LAN Support for at least 250 users.
• Excellent analytical skills, great insight, and speed in determining criticality of problems.

TRIGYN IS AN EQUAL OPPORTUNITY EMPLOYER

About Trigyn: Trigyn is an IT Services Company that has been in business for 30 years with more than 1,500 resources deployed today. Trigyn is ISO 9001:2015, ISO 27001:2013 (ISMS) and CMMI Level 5 Certified. Trigyn is an E-Verify® Employer.