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Technical Analyst

Company: ATN International, Inc.
Location: Castle Rock
Posted on: June 16, 2022

Job Description:

General Purpose and Scope The Technical Analyst will be responsible for answering first tier service desk calls. The candidate will work over the phone and via remote desktop control to resolve user issues. This position is not limited to end user issues but may include proactive work as well, to include desktop patching, Anti-virus updates, and other issues as directed. The candidate will provide technical expertise to end users and system support staff. Duties and Responsibilities (include but not limited to)To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

  • Log all incidents and service requests and track the same through to resolution.
  • Conduct initial diagnosis using documented processes and available tools.
  • Ensure customer incidents and service requests are handled in a timely manner by documenting the impact to the customer and by assigning an appropriate priority and target resolution time.
  • Open, close, or escalate tickets within service level agreements time frames.
  • Ensure incident resolution by maintaining an action plan for incident resolution; by initiating and tracking incident escalations to technical resources, vendors, and so on; and by keeping the customer updated on the status of incident resolution.
  • Help resolve end-user and technical problems quickly and effectively.
  • Record incident symptoms and status information in a timely fashion in an effort to communicate with and properly use senior IT staff.
  • Work effectively with vendors of hardware and application software during problem resolution.
  • Troubleshoot PC, printer, application, and basic network issues.
  • Configure, test, and deploy Operating system / software (upgrades, hot fixes, and other updates).
  • Use of Active Directory to reset user accounts.
  • Use of various desktop support tools to include Microsoft SCCM and Workspace One for device and application management as well as Citrix XenApp Center and RDP for user administration.
  • Ensure management awareness of major incidents or incidents that are exceeding documented target SLA.
  • Update or create documentation as needed. This includes updating any asset tracking system for any appropriate device being received to, or deployed from, the Helpdesk.
  • On occasion, the individual may need to lift up to 50 lbs. Required Qualifications:
    • Accountability - Ability to plan, organize, measure and coordinate multiple tasks to deliver.
    • Active Listening - Ability to actively attend to, convey, and understand the comments and question of others.
    • Critical thinking - Ability to use thinking and reasoning in gather raw data and processing that data into a meaningful form to solve problems.
    • Business Acumen - Ability to grasp and understand business concepts and issues.
    • Communication Skills Written & Oral - Must have excellent oral and written communications skills. Able to succinctly describe status of business.
    • Conceptual Thinking - Ability to think in terms of abstract ideas.
    • Negotiation Skills - Ability to reach outcomes that gain the support and acceptance of all parties.
    • Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
    • Customer Focused - Keeping customer interests' paramount as a key to success. Driven by a commitment to customer service.
    • Tactful- Ability to show consideration for and maintain good relations with others
    • Autonomy - Ability to work independently
    • Familiarity with Microsoft operating systems and Office products, and a basic level of understanding of networking.
    • High school diploma or GED required Desired Qualifications: Education: Associates degree in a related computer field preferred. Experience: One (1) year of professional Microsoft operating system support, or customer service preferred. Certifications: A+ CE or Microsoft MSDST preferred. ITIL Foundations a plus. About the Company:ATN International is a telecommunications company operating advanced wireless, wireline, and both terrestrial and submarine fiber optic networks in North America and the Caribbean. Our expertise is operating in underserved or niche markets where we can develop a leadership position. Our company was founded in 1987 and is headquartered in Beverly, Massachusetts. From our origins as a rural exchange carrier to our current multi-national, wireless-dominated portfolio of telecommunications operating businesses, ATN has been driven by a long-term value-based approach. Through active portfolio management and a judicious use of capital we have delivered strong cash flow and earnings growth. The company has a track record of building high quality telecommunications infrastructure in under-served communities and delivering strong returns to our investors. We have more than 1800 employees worldwide, and locations throughout the United States. PI181377015

Keywords: ATN International, Inc., Castle Rock , Technical Analyst, IT / Software / Systems , Castle Rock, Colorado

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