Description: Location Location is OH182 (Cuyahoga Falls, OH). Position is onsite-only, remote / telecommuting is not an option for this role. Local travel to about 20 small sites will be required for this role. All sites are within 20-30 minutes car drive from main site. As a Tech Support Analyst, you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels. Responsibilities may also include password reset assistance, PC hardware/software troubleshooting, deployment remediation, hardware device replacement, data recovery assistance, application configuration, network connectivity assistance as more advanced troubleshooting and support. The role will cover several local sites as an onsite resource. All sites within local area. Remote / telecommuting is not available for this position. Positions in this function provide local technical support to client, part of the client family of businesses, computer user community. Primary Responsibilities: Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed Use remote control tool to assist end users when needed Provide an accurate record of each call-in incident management tracking tool Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function Anticipate customer needs and proactively identifies solutions Plan, prioritize, organize and complete work to meet established objectives Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast-paced call center environment Work independently and be self-starting Follow all escalation procedures according to service level agreement Work in a team and act as a resource for others Be a customer advocate for IT issue resolution Act as a technical resource to others to resolve problems, issues, errors Train new and underperforming analysts Technical writing for policies and procedures Lead in deployment/change related issue identification and remediation Coordinate issue resolution with product owners/L3 Handle escalations from management and analysts What does the ideal candidate background look like (ex: healthcare specific background, etc.)? The candidate should have a strong hands-on IT background, Strong personal skills, and excellent communications skills. Of the required skills listed, which would you consider the top 3? Please list your expectations regarding years of experience for each requirement. 1. Communication skills this person will be supporting users (including doctors) face-to-face. 2. Excellent technical skills - Act as a technical resource to others to resolve problems, issues, errors 3. Be accountable - Plan, prioritize, organize and complete work to meet established objectives What experience will set candidates apart from one another? We can train specific skills, but personality is the thing we cannot train Are you open to candidates that cannot convert to FTE without sponsorship? No. What does the team structure look like how many members and what is the break-down of the team's skill sets (ex: 1 PM, 4 Developers, etc.)? The ITRO team is about 200 techs, with 7 or 8 managers. The on-site team for the site will be 3 FTEs, with a remote manager. What does the interview process look like? a. How many rounds? At least 2 rounds, via video conference, maybe more. b. Video vs. phone? Video c. How technical will the interviews be? Some technical skills will be assessed during the interviews.