Technical Support Analyst

Crossfuze understands the importance of people, stability, flexibility and teamwork. We have provided over 2,500 implementations and deliver a world-class managed services experience. As both an Elite ServiceNow and Gold Microsoft partner, we challenge our employees every day while promoting internal growth and opportunity to work with the latest Enterprise IT technologies.

Responsibilities

• This role involves technical triage and troubleshooting of phone calls, chat, email and self-service requests that are directed to the Help Desk

• Basic understanding of hardware and network connectivity as well as services up to and including VPN and VMware
• Basic understanding Apple iOS Operating system and mobile device support
• Provides technical assistance to resolve issues related to computer hardware and software, including printing and Windows / Mac operating systems
• Basic knowledge of NTFS, File/Folder permissions and privileged access
• Assists with PC and peripheral setups at the customer walkup Service Desk
• Must have customer service and teamwork skills, a positive attitude, good judgment, and a technical and analytical aptitude

Requirements

• Bachelor's Degree in Computer Science or related field OR an Associate's Degree in an IT related discipline with a minimum of 2 years' experience on a technical Service Desk
• Minimum of 1 year in a customer service role required
• Minimum of 6 months supporting MS Office and Windows 7/10 on a Service Desk required
• Working knowledge of computer diagnostic utilities
• Ability to resolve at least 75% of issues on first contact
• Willingness and ability to handle at least 50 contacts per day
• COMPTIA A+ or Network+

Benefits

• One day for Mental Health per year
• Competitive Paid Time Off Benefits
• Healthcare Plan (Medical, Dental & Vision)
• 401(k) with Employer Match
• Life Insurance (Basic, Voluntary & AD&D)
• Short-Term & Long-Term Disability
• Parental time off for biological birth and adoption
• Reimbursement for newborn, adoption and fertility assistance

Equal Employment Opportunity

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law