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Technical Support Analyst w/ NOC Experience

Strategic Systems Little Rock, AR

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Essential Functions:
•Delivers superior customer experience by responding to Service Requests according to established service level agreements in a timely, accurate and professional manner
•Responsible for communicating with end-users regarding incident updates, phone calls and/or email notification
•Follows standard call tracking, special instructions and other documented processes and procedures and logs all work performed in a highly detailed and readily reviewable manner in the incident tracking system
•Sets end-user expectation regarding the type and timeliness of service to be provided
•Responsible for meeting individual and departmental metric goals with regards to incidents and phone support requests
•Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements or SLAs
•Must be able to work flexible hours as needed
•Provide Microsoft Windows operating systems support including training and support requests received for Microsoft Office Suite applications and other enterprise IT and business applications
•Provide Windows Server Technologies and Active Directory support
•Provide Microsoft Exchange support
•Provide Cisco router support
•Provide Cisco and Fortinet firewall support
•Provide thin client technology support (Citrix and Microsoft Remote Desktop Web Access)
•Use of network management software (HP SIM, Dell OpenManage, Microsoft System Center, SolarWinds Orion)
•Provides fundamental information technology/systems support and serves as "front line" response to customers via phone, email, and remote connectivity assistance

Required Qualifications:
•High school diploma or GED
•1+ years of experience in an IT help desk or technical customer service call center environment

Other Qualifications:
•Must be available to work a flexible shift schedule
•Demonstrate ability to diagnose and troubleshoot problems in an effective manner
•Be highly motivated
•Demonstrate excellent interpersonal skills
•A positive professional attitude with strong background in customer service is a must
•Excellent interpersonal and communications skills (verbal and written)
•Ability to effectively multi-task and adapt to a fast pace and continuously changing environment is required
•Macbook and iPad support experience a plus
•Demonstrate ability to follow, capture, and document all relevant details pertaining to a support issue
•Ability to think outside the box when diagnosing and troubleshooting issues where documentation may not readily exist
•Handling all calls and requests with high emphasis on a friendly, professional customer-service attitude
•Microsoft MCP or Cisco CCNA certification preferred

Strategic Systems

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Growing company, great benefits once hired on fulltime.

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7 Office Park Drive

Little Rock, AR
72211 USA



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