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Technical Support Analyst – FT, AM


Job Description:

Technical Support Analyst Job based in Alameda corporate office POSITION OBJECTIVE The Technical Support Analyst provides technical support to computer users. This support includes hardware and software installation and support in person and by telephone. QUALIFICATIONS Three (3+) years of experience in supporting a multi-user local area network, providing support for Telecare employees (hardware and software) and technical expertise in communications with remote site users. Knowledge and familiarity with new systems development, programming and commonly used PC software is essential. Documentation and research writing skills. Ability to handle multiple projects simultaneously and be a self-starter. Applicant must be fingerprinted and receive clearance by the Department of Justice. Must possess a valid driver’s license, proof of insurance, and receive a motor vehicle record clearance. QUALITY AND QUANTITY OF WORK Performs tasks correctly and according to policies and procedures. Maintain a working knowledge of all software utilized by the company and assist users in installation, upgrade, and technical support. Provide hardware and software support for all users via phone support, remote control software or in person. Responsible for answering Tier 2 escalation calls from the Help Desk, managing Help Desk tickets assigned to your work queue, in addition to routing tickets to appropriate department teams when necessary. Maintain a working knowledge of Microsoft products, O365 support including Share Point and Skype. Working knowledge of AD environment as it relates to user support and access to resources. Use network utilities, internet and any other resources to research solutions and recommend preferred solutions to management. Knowledge of hardware imaging and imaging software. Document troubleshooting procedures to share within the team and department. Ability to support various types of Audio Video applications. Supply end users with tips and tricks for specific application. Ability to identify areas of improvement, cost reduction internal to our department as well as the programs we support. Experience and working knowledge of Microsoft System Center. Familiar with Mobility Management utilities and DEP in support of Smartphones. Telecare Corporation is fully committed to a strong equal opportunity program . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, age, genetic information, physical or mental disability status, creed, national origin, protected veteran status, sexual orientation or other basis protected by applicable antidiscrimination laws. EOE AA M/F/V/Disability Job Location Alameda, California, United States Position Type Full-Time/Regular

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