IT Client Service Analyst
Location: Houston, TX (Onsite)
Estimated Duration: 12Months
Responsibilities:
- Provide 1st, 2nd, and 3rd level technical support to end users by certifying, installing and maintaining desktops, laptops, related peripherals, mobile devices, TOIP phones, video conference systems, corporate standard software and specific line of business software; ensure proper functionality and adherence to corporate standards.
- Maintain and process tickets for Client Service Incident and Service Request resolution to meet customer expectations for resolution, escalation, and reporting.
- Provide training and guidance to end users regarding usage, policies, procedures and security on standard hardware and software.
- Ensure all incidents, Service Requests, Change Management processes are appropriately followed and communicated within target to satisfy SIA and departmental requirements.
- Advise other support staff members regarding difficult problems or Issues; offer assistance in resolution; escalate to other IT groups, internal and external.
- Participate and communicate with global TGITS teams, In particular the Mobility, Security, SCCM, and Workstation teams, to ensure coherence In the implementation and communication of TGITS global standards, processes, services, and solutions.
- Implement software Installation packages, security and OS patches, and application updates utilizing automated electronic distribution and manual installation as required.
- Lead and participate in transversal projects that may have complex tasks and require complex troubleshooting. Solutions delivered must be feasible and meet business objectives.
- Maintain and oversee End User hardware and software Inventories to meet customer expectations in terms of being up-to-date, accurate, recycled, and reportable.
- Develop and/or develop processes to improve the delivery of it services and support the business efficiently.
- Work autonomously on technical issues with minimal direction
- Have a strong understanding of cyber security, applications (on premise/cloud), and server/network infrastructures.
- Maintain 95% customer satisfaction for standard users and 100% customer satisfaction for VIP users
- Develop/Maintain PowerBI’s that benefits our service delivery and provide KPI’s to the business.
- Application Analyst
- Video Conference Support, which could include the installation and decommission of hardware
- Voice Services Support, deploying physical phones and ensuring that TEAMS Telephone Lines are working.
Requirements:
- Customer service oriented, excellent written and verbal communications skills, ability to multi-task, work well with others.
- College degree or equivalent work experience.
- Minimum 5 years of experience with end user support
The pay range that the employer in good faith reasonably expects to pay for this position is between $35.00 and $45.00
Our benefits offering includes medical, dental, vision and 401k.
Applications will be accepted on an ongoing basis.
Tundra Technical Solutions would like to thank you for the interest you have demonstrated in this opportunity. However, only candidates with the required skills will be contacted.
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Tundra Technical Solutions is among North America’s leading providers of Information Technology and Engineering staffing and consulting services. Our success and our clients’ success are built on a foundation of service excellence. Rather than continually trying to sell to new clients and companies and simply filling databases with candidates, we focus on developing stronger relationships and deeper knowledge of our existing clients’ challenges and opportunities. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.
Open ears. Open minds. Open futures