Experience Inc. Jobs

SUMMARY: nnPrimarily responsible for performing advanced level incident management on Enterprise IT equipment, which includes installation, maintenance, troubleshooting, repair, and root cause analysis of hardware and software. Assists and consults with vendors, consultants, management, and the customer on the evaluation, analysis and troubleshooting of systems, and acts as the subject matter expert. Provides support documentation, workarounds and solutions to customer and peers through training and communication. Maintains a high level of customer service through relationship management and actionable follow through. Expounds upon the skills and responsibilities of the Systems Support Analyst I position.nnPRIMARY RESPONSIBILITIES: nn* Responds to and resolves Escalated incidents for the Systems Support Analyst I and the Deescalated incidents from Level 3 and Level 4 positions.nn* Clearly documents client requests by entering information into a tracking database and assigning call tickets appropriately. Based on documented procedures, determines severity and impact of request and prioritizes workload appropriately.nn* Provides internal system support to all enterprise customers as well as external support to agent and policyholder customers. Acts in lead role for customer service situations requiring higher level of judgment and discretion (i.e. Executive Support).nn* Triage and troubleshoot client computing devices and peripherals for enterprise customers. Peripherals may include mobile devices, tablets, printers, cameras, projectors, and similar devices. Resource for complex issues unresolved by less experiences analysts.nn* Assists with recommendations for hardware and software programs and registers and tracks licensing upon arrival. Ensures license compliance through regular reviews and audits of licenses.nn* Performs asset management by maintaining accurate and up-to-date equipment inventory and configuration details by location.nn* Installs computer images, and configures client software, and completes configuration of new equipment for customer deployment. Installations performed remotely or locally when necessary. Provides routine troubleshooting for audio/video and conferencing equipment.nn* Conducts one-on-one training with individual users or small groups (i.e. new employees, email, Microsoft Office, and operating system software), as necessary, as a result of incident management.nn* Identifies, evaluates, and communicates the impact of change on information systems, procedures, and workflows.nn* Reviews, evaluates and makes recommendations for procedure improvements.nnEMPLOYMENT QUALIFICATIONS:nnA. EDUCATION REQUIRED: nnAssociate degree in computer science field or related field required, progression toward a Bachelors degree required. Minimum of one industry recognized Operating System or Hardware bases technical certification comparable to the Microsoft Certified Solutions Expert (MCSE) that demonstrates a thorough comprehension of desktop components and operating systems. Combinations of education and experience may be considered in lieu of a degree/certificate.nnB. EXPERIENCE REQUIRED: nnA minimum of five years experience working within an IT environment with business systems support or relevant experience that provides the necessary skills, knowledge and abilities. One year relevant IT customer services/ call center duties required.nnC. SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED: nn* Demonstration ability to clearly and concisely communicate factual and technical information to all levels of understanding.nn* Assists agents and policyholders with utilization of company specific, web based applications, in support of policy and claim administration.nn* Schedules and performs computer relocations associated with customer hires, position changes, and relocations.nn* Develops support documentation and user references (i.e. faxing, operating system, and Microsoft Offic