Tech/Systems Support Analyst

We have an excellent opportunity with our client for the position of Tech/Systems Support Analyst at New Providence, NJ. Please review the information below and if you are available; please reply back with a copy of your resume and best number to reach you.
Title: Tech/Systems Support Analyst
Location: New Providence, NJ
Duration: 7+ months (High possible of extension)
Education and Experience 
ü  Bachelors Degree or equivalent experience 
ü  Minimum 3+ years’ experience in a desktop/technical support environment 
ü  Microsoft or CompTIA certification a plus 
ü  ITIL certification a plus 
Skills Required 
·         Excellent communication skills to interact with technical and non-technical users 
·         Excellent phone skills and email etiquette 
·         Expert level experience with HP and Dell Thin Clients, PCs & Laptops 
·         Experience with Apple iOS software, iPad and iPhone devices 
·         Experience with Apple hardware (MacBook Pro & Air) and OS X 
·         Expert level experience in Windows 7 and Windows 10 Operating Systems 
·         Expert level experience in administration and support of Microsoft Office 2010-2016 
·         Working knowledge of WebEx, Skype for Business, Zoom and other Web/Audio Conferencing Services 
·         Knowledge of telecommunications fundamentals 
·         Strong electronic and mechanical aptitude for hardware installations and troubleshooting 
·         Excellent problem solving and creative thinking skills 
·         Must have the ability to work with demanding customers as a team player with limited supervision 
·         Strong organizational and prioritization skills with the ability to handle multiple demands at a time 
·         Willingness to learn new technologies and apply them in a production environment 
Responsibilities Include: 
·         Consult with end users to analyze and determine hardware, software or system functional specifications 
·         Administration and support of AHM proprietary applications 
·         Identify, research, and resolve technical problems to ensure a timely resolution 
·         Responds to telephone calls, email and in person requests for technical support 
·         Provide technical support to end users on hardware and software systems 
·         Manages and utilizes ticketing system as prescribed in ITSM framework 
·         Provide administration and support for audio and collaboration conferencing solutions 
·         Audio-Visual equipment support for conference rooms and other meeting venues 
·         Requires sitting, standing, bending, stooping and reaching with manual dexterity sufficient to operate standard office machines such as computers, fax machines, copy machines, telephone and other office equipment. May require lifting up to 25 pounds. Requires normal range of hearing and vision. 
·         Provide weekly reports on outstanding tickets to the Technical Support Manager 
·         Work with third parties vendors/suppliers to resolve technical issues 
·         Perform administrative tasks as needed to support personal workload or facilitate timeliness of completion of task or program 
Provides first level support on workstations or for applications. Processes and provides first level support for technical assistance and resources from internal and/or external customers. Communicates with end users to clarify and define requirements. Resolves various routine problems and escalates the more complex issues to the appropriate support area for resolution. Maintains call information in database using commercial software. May work with monthly charge back reports. May schedule configuration and installation of PC workstation hardware and software. Associates Degree in Computer Science or equivalent, or equivalent technical training, and a minimum of one (1) years related experience or training, or equivalent combination of education and experience. Familiarity with mainframe, distributed, PC, LAN, or telecommunications equipment and related components in order to understand clients technical needs, or may have experience in customer service role. Ability to carry out some analysis and information gathering to resolve problems on routine matters.
Ronny Dsouza
APN Software Services INC
39899 Balentine Drive, Suite 385, Newark, CA 94560
Phone: 510-870-8707

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