Technical Support

The NSD Service Support Analyst will start onsite for the first 90 days.

A Workplace Flexibility Program will be reviewed and if offered to an employee, 1 day from home and 4 days from the office.

Subject to change as client is continually evaluating the current environment to best care for the safety and well-being of our employees.

What you are good at

Excellent customer service skills

Empathizing with the customer

Understanding and Practicing Emotional Intelligence (EQ)

Great oral and written communication skills

Having a friendly presence and helpful attitude; robust interpersonal skills and ability to work well with others

Demonstrating professional etiquette in the use of phones and chat

Communicating complex technical issues in an easy-to-understand manner to customers with minimal technical knowledge

Meeting or exceeding defined objectives and metrics (e.g.: talk time, wrap time, first contact resolution, chats per hour, quality assurance evaluations)

Multi-tasking and using organizational tools effectively in a constantly changing environment

Executing the defined Service Desk processes with a robust attention to detail

Receiving constructive feedback and demonstrating improvement

Being disciplined in adhering to schedules (sign-on, sign-off, break times, etc.)

Asking direct, relevant, and probing questions

Providing concise information and settings expectations

Responsibilities:

• Diagnose and troubleshoot end user desktop application issues and provide appropriate solution
• Ensure customer satisfaction through timely resolution of problems or escalation to a 2nd level team
• Provide incident status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users
• Provide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets)
• Support end users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management)
• Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets).
• Communicate with customers at all levels of technical and non-technical skills sets
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.

Responsibilities:

Diagnose and troubleshoot end user desktop application issues and provide appropriate solution

Ensure customer satisfaction through timely resolution of problems or escalation to a 2nd level team

Provide incident status updates to management and end-users per service level guidelines

Support and maintain effective relationships with users

Provide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets)

Support end users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management)

Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets).

Communicate with customers at all levels of technical and non-technical skills sets

Follow all standard operating procedures (SOP) through the effective use of Knowledge management.

What you have

Required Experience:

3 - 5 years of experience working in a service desk or customer service environment

3 - 5 years of technical support experience

3 - 5 years of phone and/or chat support experience

Experience using ITSM platforms (Smart

IT / Remedy, Service Now, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager, ADUC)

Working knowledge of PC technical support, systems administration, networking, Windows, macOS, iOS, and iPadOS

Bachelor's or Associates degree in Information Technology or a related field is a plus

CompTIA, ITIL, KCS, CSI and Microsoft certifications are a plus

Equal Opportunity

Employer:

Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.