IT Support Analyst Wilmington, DE (onsite) 6 month contract $28-32/hour W2 CEI is looking for an IT Support Analyst to join our global technology client’s team In this role, you’ll work with and assist customers utilizing Active Directory, SCCM, ServiceNow, etc. Primary Duties & Responsibilities: Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction. Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements. Train and mentor other team members on best practice solutions, etc. On-call Rotation (PIC). Troubleshoot local printer problems and coordinates maintenance for printers. Lead team projects, while continuing to balance day to day role. Identify and Research incident correlations and escalate accordingly. Identify and Communicate to team new ways to improve our quality of service. Act as a liaison on behalf of the BEST Team to identify and document new first level support opportunities from other IT organizations. Provide complex and unique technical troubleshooting assistance to customers across business units. Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements. Minimum Qualifications: Minimum of 4 years’ experience resolving end users’ hardware and software issues in an IT environment. Working knowledge of Windows 7, Windows 10, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, networking and remote tools. Bilingual service in English/Spanish and some Portuguese a plus. Undergraduate degree in an Information Technology discipline or equivalent combination of education and work experience. Minimum of 4 years of demonstrated working knowledge of Microsoft Exchange environment. Minimum of 4 years of demonstrated working knowledge of Active Directory administration. Minimum of 4 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting. Minimum of 4 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting. Microsoft Certified Professional, A, and Net certifications are preferred. Behavioral Skills Competencies: Customer Service Oriented Critical Thinking Flexibility Operational Effectiveness Results Oriented Time Management Working Conditions and Physical Requirements: Ability to sit at a desk and work on a computer for extended periods of time May occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision and ability to adjust focus
