Technical Analyst I

Job Summary

The Customer Service Technical Analyst will provide technical support for all software, hardware, and network related problems by performing problem diagnosis while guiding users through step-by step solutions in a call center environment. Technical analysts will develop technical skills for any assigned services as well as learn how supported services and systems integrate throughout the IT environment. They will need to clearly communicate technical solutions in a user-friendly, professional manner and provide one-on-one end-user training as needed. This role will provide the technician an opportunity to not only learn new technologies, but also receive advanced training in areas that they want to explore. 

Location – Can office out of any UFP Location (Except for Colorado locations) 

Principal Duties and Responsibilities

• Provides all levels of support for all business systems related to the UFP Infrastructure
• Responds to customers quickly and thoroughly troubleshoots issues until completion or escalation
• Continuous development of diagnostic and technical skills that aligns with the ever-changing IT environment
• Documentation of incident resolutions as well as contributing to the IT knowledgebase
• Works with department personnel and team to coordinate project activities
• Identify opportunities for process improvement and collaborate with other departments to coordinate and implement new processes
• Provide occasional after-hours support on a rotational basis with other team members
• Performs other duties as required

Qualifications

• Bachelor’s degree in IS/IT related program preferred
• ITIL certification/experience is preferred
• Experience with the following is preferred:
• Windows 7/10/11
• Citrix
• Microsoft Office suite
• Active Directory
• ServiceNow
• Remote Desktop
• Networked printers and copiers