Position Title Technical User Support Analyst Location Mounds View MN Duration 6+ Month Contract Qualifications 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 elevate 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 #J-18808-Ljbffr