Technology Support Analyst I

Job Description
Technology Support Analyst I
The Opportunity:
The Technology Support Analyst I position is responsible for escalation support for Achieve employee's using advanced technical techniques.
This position requires a high level understanding of technologies to help preform ticket triage for Achieve. To be proficient in this role you will need to have a deep knowledge of technology, the Service Desk industry, Incident, Request and Problem management processes.
Come join an elite team where you can enjoy a collaborative atmosphere, where creativity and talent excels as we help thousands of clients every day! Enjoy a flexible schedule with competitive pay, bonus potential, and a fun, team environment!
Join Achieve, change the futureAt Achieve, we're changing millions of lives. From the single parent trying to catch up on bills to the entrepreneur needing a loan for the next phase of growth, you'll get to be a part of their journey to a better financial future. We're proud to have over 2,700 employees in mostly hybrid or work-from-home roles across the United States with hubs in Arizona, California, and Texas. We are strategically growing our teams with more work-from-home opportunities every day to better serve our members. A career at Achieve is more than a job-it's a place where you can make a true impact, have a sense of belonging, establish a fulfilling career, while putting your well-being first.What you'll do:

• Provide excellent customer service to create a positive customer service experience
• Provide Tier 1 phone support
• Triage all Call's, Incidents and Requests using ServiceNow
• Use ServiceNow to track, update and manage Incidents and Requests
• Manager Active Directory user and computer objects via AD Security Groups
• Manage email and distributions lists within Microsoft Exchange
• Install, update and uninstall approved business applications
• Remotely support VDI users using ControlUp
• Engage other Support Operations resources for assistance on Incident's and Request's before escalation
• Escalate Incidents to other tiers for additional triage and support when required
• Assign incoming Incident's and Request's to other support groups as needed
• Adhere to Service Level Agreements set by the company
• Assists with building (growing) the Service Desk Knowledgebase
• Use enterprise tools to monitor resources and troubleshoot thin client devices and VDI pools
• Use enterprise tools to monitor and support VDI users
• Use enterprise tools to monitor resources and troubleshoot laptop devices
• Assist with onboarding new employees
• Assist with off boarding current employees
• Provide desktop support for end-users for all approved applications and hardware platforms
• Manage escalated Incidents Requests
• Required to respond to after-hours/emergency support requests as needed
• Install approved 3rd party and internally developed applications
• Troubleshoot network connectivity for devices connected to the network (computers, MFP's and mobile devices)
• Escalate potential issues to the Principal Analyst when necessary
• Other duties as assigned

What You'll Bring:

• High School diploma or GED completed
• Minimum of 2+ years' experience Service Desk Support in a fast paced environment
• Strong troubleshooting mindset and problem solving skills
• Deep knowledge of Windows operation systems
• Strong documentation and follow-through skills
• Have a thorough knowledge of Active Direction Users and Computers
• Must have strong verbal and written communication skills and a passion for servicing customers
• Strong Microsoft Windows Desktop Operating System platform knowledge
• Ability to follow documented procedures and develop new procedures and documents
• Excellent interpersonal, verbal and written communication skills and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts
• Encourages fellow team members to make innovative contributions and embrace new ideas.
• Proactively seeks opportunities to broaden and deepen the Knowledge Base
• Shares acquired skills with team members through formal and informal channels
• Working knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Ability to prioritize and meet deadlines
• Proficient knowledge of DNS, DHCP, TCP and other foundational computer services
• Strong understanding of network printing and accessories
• Able to communicate fluently in English
• Understand the Service Management Process
• Ability to adhere to business SLAs
• At least two relevant IT Industry related certifications or experience: Microsoft MCP's, CompTIA A+, CompTIA Network+, CompTIA Security+, CompTIA ITF+, ServiceNOW Fundamentals (CSA)

Preferred Skills and Abilities

• Strong analytical abilities
• Strong customer service skills
• Positive and proactive attitude
• Ability to empower the Service Desk to be self-motivated
• Relevant IT Industry related certifications or experience: ITIL 4 Foundation, CompTIA Security +, CompTIA Network+, CompTIA A+, Microsoft Fundamentals

Achieve well-being with:

• Hybrid and work-from-home opportunities
• 401 (k) with employer match
• Medical, dental and vision with HSA and FSA
• Competitive and flexible PTO, including dedicated volunteer days and birthday time off
• Complete wellness support with access to Virgin Pulse, Ginger Health Coaching, and fitness discounts
• Up to $5,250 annual paid back to you on eligible education expenses
• Pet insurance for your furry family members
• Financial support in times of hardship with our Achieve Care Fund
• A safe place to connect with other employees through our growing suite of ERGs

Meet AchieveAchieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member's financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and an empathetic touch. We put people first and treat them like humans, not account numbers.Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieve's Talent Acquisition leader
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Job Req:
20670