TECHNICAL SUPPORT ANALYST III - Spherion

The Technical Support Analyst III acts as a primary contact for technical support. Serves as a point of escalation for technical issues within the technology support team and as the bridge between the Technical Support team and our Infrastructure and Business Solutions teams. This role emphasizes efficient problem resolution, user account management, and system performance improvement while fostering collaboration across departments.

Responsibilities:
- Provide onsite or remote diagnoses and resolution of computer hardware and software problems using all available diagnostic tools and techniques.
- Collaborate with cross-functional teams on projects to enhance system efficiency and provide guidance and training to Tier I and Tier II technicians.
- Oversee task assignment and completion assigned to Tier I and Tier II technicians and assist in their training, ensuring adherence to organizational policies.
- Provide timely and effective technical assistance for all staff inquiries, ensuring accurate documentation and resolution of technology support requests.
- Set up, manage, and delete employee user accounts while maintaining an inventory of desktop hardware.
- Diagnose and resolve hardware, software, and network issues, performing necessary installs, upgrades, and patches to enhance functionality.
- Support the implementation and maintenance of enterprise systems, including networks, servers, and applications.
- Monitor and update service desk tickets to ensure compliance with service level agreements, keeping users informed throughout the resolution process.
- Develop and maintain operational documentation, including standard operating procedures and troubleshooting guides for self-service and team reference.
- Participate in on-call and after-hours support as necessary, maintaining compliance with confidentiality and privacy policies.

Working hours: 8:00 AM - 5:00 PM

Skills:
- Strong attention to detail with the ability to create professional documentation.
- Strong problem-solving skills, an internal drive for success and the ability to work independently.
- Desire to follow change management processes and produce detailed documentation.
- Ability to communicate effectively in person, in writing and over the phone with all internal and external stakeholders. Courtesy and tact are essential.
- Ability and willingness to interact calmly and professionally with people from all backgrounds.
- Ability to multi-task, prioritize and organize day-to-day responsibilities with attention to detail and timeliness.
- Ability to follow oral and written instructions.
- Ability to work with others in an effective manner, listen well, share work-related information and be tolerant of others' work styles.
- Competent with Microsoft Office; ability and willingness to work with a variety of office equipment and software systems.

Education:
Bachelors

Experience:
1-4 years

Qualifications:
- Superior customer service skills with the ability to understand staff needs and translate complex technical jargon at the appropriate technical level with individual staff.
- Strong attention to detail with the ability to create professional documentation.
- Strong problem-solving skills, an internal drive for success and the ability to work independently.
- Adaptable and comfortable working with evolving technologies and maintaining current knowledge through ongoing education.
- Willingness to travel to branch locations and be available on-call, including nights and weekends as needed.
- Bachelor's degree in computer science, MIS, or a related field, or 5+ years of relevant experience in systems administration.
- Proficiency in Windows 10/11, Office 2019/365, Active Directory, voice systems, scripting languages, and remote support tools; knowledge of TCP/IP networking, current Windows Server OS and mobile device support.
- Current or willingness to obtain CompTia A+, CompTia Network +, MCSE, HDI Support Team Lead, ITIL Foundations, or equivalent certifications within 12 months.
- Experience working in a financial institution or other highly regulated industry.


Apply now at www.spherion.com/apply/75034

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Spherion, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact Callcenter@spherion.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Spherion offers a comprehensive benefits package, including health, and an incentive and recognition program (all benefits are based on eligibility).