Position Title: Technical User Support Analyst

Location: Mounds View MN

Duration: 6+ Month Contract

Job Description:

High school diploma (or equivalent) and 2+ years of experience

Ability to operate in a 24x7 operation some on call and after-hours time is required

Responsibilities:

Take inbound call center calls routed to the HCIT queue during normal business hours

Make outbound calls requested by our customer

Respond to e-mail generated tickets in ServiceNow

Sign-up for 1 on-call shift per quarter (available for 1 week at a time during non-live support hours)

On-call hours to provide support coverage after hours

Holiday hours to provide support during holiday shifts

Report customer feedback to regulatory bodies, and held to a high standard of excellence in complaint handling

Manage mobile devices across multiple instances of our mobile device management platforms.

Troubleshoot device enrollments and registration, app installation, software/firmware errors, hardware errors, and OS configuration

Process broken, lost, or stolen devices

Triage and escalate support requests, infrastructure issues, and customer enhancement requests

Support mobile printers and peripherals, and offer best-effort-support for extended technologies that interface with our mobile devices

Coordinate with multiple internal departments to resolve customer issues (Deployment, Marketing, Repair, Supply Chain, Engineering, etc.)

Answer IT related questions from internal departments

Test software and hardware in development and production

Prepared for disaster recovery protocols

Networking with IT and non-IT representatives within business groups

Direct impact to customer experiences with Client products

Provide troubleshooting and technical support to end users by telephone in a call center/help desk environment

Track every interaction with callers to ensure high accuracy of logging and documentation

Utilize customer service skillset to provide technical knowledge and training to callers

Identify issue trends and proactively address potential high impact issues

Work with technical, sales, customer service, and/or marketing staff to prepare support for new products and service offerings