Technical Support Analyst - Asset Management
Job Description
Our history:
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nationwide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record\n
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Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to-hire, and direct placements. We have a wide range of recruiting capabilities, from help desk technicians to CIOs. We are also capable of offering project-based work.\n
POSITION SUMMARY:
\n The Technical Support Analyst provides exceptional technical support and customer service to employees across the organization, handling both remote and in-office technology needs. This position serves as a key point of contact for technical issue resolution, device setup and troubleshooting, asset management and executive end-user support. The role requires strong technical knowledge, excellent customer service skills, and the ability to work effectively in a fast-paced environment. The ideal candidate will combine technical expertise with clear communication skills to deliver high-quality IT support services and put customer service at the forefront.
ESSENTIAL FUNCTIONS:
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- Respond to and resolve technical support tickets in a timely manner according to established SLAs
- Provide remote and in-person troubleshooting for hardware, software, and network issues
- Set up and configure workstations, mobile devices, and peripherals for new and existing employees
- Responsible for asset management
- Assist with white glove support services for executive leadership when required
- Create and maintain accurate documentation of technical solutions and processes
- Update the Configuration Management Database (CMDB) with accurate device and configuration information
- Collaborate with other IT teams to escalate and resolve complex technical issues
- Assist with the deployment and maintenance of software applications
- Participate in on-call rotation to support after-hours technical emergencies
- Support Microsoft 365 applications and services for end users
- Contribute to knowledge base articles and support documentation
- Assist with user account management and access control
- Participate in IT projects and initiatives as assigned
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TECHNICAL SKILLS\n
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- Proficiency in Windows and Mac operating systems troubleshooting and support
- Experience with mobile device configuration and troubleshooting (iOS, Android)
- Knowledge of basic network concepts and troubleshooting techniques
- Proficiency in Microsoft 365 applications and services
- Familiarity with remote desktop software and VPN technologies
- Understanding of basic security practices and endpoint protection
- Experience with ticketing systems and IT service management platforms, particularly ServiceNow
- Knowledge of audio/visual equipment setup and troubleshooting
- Ability to configure and troubleshoot various hardware peripherals
- Understanding of cloud services and SaaS applications
- Basic knowledge of Active Directory and user account management
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PROBLEM-SOLVING SKILLS\n
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- Ability to diagnose and resolve technical issues methodically
- Skill in researching solutions for unfamiliar problems
- Capacity to prioritize multiple support requests based on urgency and impact
- Creative thinking to develop workarounds when standard solutions aren't effective
- Ability to recognize patterns in recurring issues
- Understanding of when to escalate issues to specialized teams
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INTERPERSONAL SKILLS\n
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- Exceptional customer service orientation with empathy for user frustrations
- Strong active listening skills to accurately identify user needs
- Clear verbal communication skills for explaining technical concepts to non-technical users
- Professional written communication for ticket updates and user instructions
- Patience when dealing with varying levels of technical proficiency
- Ability to remain calm and composed during high-pressure situations
- Teamwork and collaboration with other technical support staff
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OPERATIONAL SKILLS\n
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- Strong organizational and time management abilities
- Attention to detail in documentation and problem resolution
- Ability to follow established processes and procedures
- Self-motivation and initiative to pursue solutions independently
- Adaptability to changing priorities and technologies
- Basic project management skills for handling multiple tasks
- Commitment to continuous learning and skill development
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DESIRED EDUCATION AND EXPERIENCE\n
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- Associate's degree in Computer Science, Information Technology, or related field (Bachelor's degree preferred)
- 3 - 5 years of experience in technical support or help desk roles
- Experience supporting both in-office and remote employees
- Experience with asset management
- Healthcare industry experience is a plus
- Experience with Microsoft 365, Windows and Mac operating systems, and mobile device support
- Familiarity with healthcare compliance requirements (HIPAA)
- Previous experience using ServiceNow or similar ITSM platforms
- Experience providing technical support in a corporate environment
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CERTIFICATIONS\n
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- CompTIA A+ certification preferred
- Microsoft certification (s) a plus
- ITIL Foundation certification a plus
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