Job Details

ID #43719716
State Minnesota
City Minneapolis / st paul
Job type Permanent
Salary USD TBD TBD
Source Apex Systems
Showed 2022-06-30
Date 2022-06-29
Deadline 2022-08-28
Category Et cetera
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Technology Services Analyst

Minnesota, Minneapolis / st paul, 55401 Minneapolis / st paul USA

Vacancy expired!

Job#: 1267603

Job Description: Technology Services Analyst

JOB DESCRIPTION

Vaccination Policy Notice:

New hire workers, regardless of work location or job responsibilities, must be vaccinated before beginning employment; exceptions considered for medical or religious reasons provided alternative reasonable accommodations do not create an undue hardship on the business.

Position Notes:

This is a contract position with the potential to hire. It is backfilling another contractor who posted for and is being hired for another position as an FTE.

This team supports the various customer channels that operate in different envrionments. Because of this, this person must have strong critical thinking skills and the ability to retain and apply the various support processes unique to each customer type. They must have excellent customer service skills and be successful at managing their resources to resolve problems.

The manager is seeking local talent that can work hybrid remote/onsite in our Downtown St. Paul office. The manager does not have set expectations for working from the office, but being able to come in as needed for the interactive team meetings will be very beneficial. As always, please include candidate location (city and state) as well as perm salary and expectations in your submittals.

Position Summary: With dedication and a passion to providing quality customer service, this team is responsible for supporting a variety of customer channels inlcuding Home Office associates and distirbution channel partners. Using customer cetnric and professional communication via phone and email, this team must respond to customers quickly and efficiently while maintaing high quality technical support. This team provides level 1 to low level 2 technical assistance related to computer systems, software and hardware via phone and email.Responsibilities include but are not limited to
  • Supporting password issues for various systems/applications using appropriate identification protocols
  • Conduct basic troubleshooting and utilize the documented knowledge to support our customers
  • Facilitate escalation of issues as neessary and set appropriate expectations with customers
  • Respond to customers via phone, chat, email and self-service tickets with high quaility customer service
  • Monitor and respond to incoming emails related to requests and technical issues
  • Assist team in maintaining technical knowledge documentation as needed
  • Take ownership on issues and work to full completion meeting required SLA's
  • Appropriately ticket all calls with adequate and detailed information
  • Understand and appreciate information security within systems and user devices
  • Must participate in a 2 person call team and manage availability, call time, coverage and have a professional presence and demeanor
  • Must work as a team and communicate effecitvely utilziing M365 Teams
  • Environmental Requirements:
    • Needs access to stable internet connection and reliable phone for this position.
    • Must have a quiet, uninterrupted work environment.
    EEO Employer

    Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

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