IT Support Analyst Tier I
IT Support Analyst Tier I
Automotive Warranty Network, Inc, is the largest auto warranty claims management company. We offer the very best in warranty processing services, warranty training and warranty auditing for over 1500 very satisfied clients and have for over 35 years in the industry.
This full-time position is a great opportunity for any experienced IT Support Analyst with the potential for growth and to be part of a rapidly expanding company! We offer a benefits package with competitive pay to qualified individuals.
SUMMARY OF POSITION:
Work with our customers and effectively resolve issues through phone, email, and chat. Maintain comprehensive knowledge to diagnose software, Windows, Word, Excel, Adobe, and printer issues. Provide support & guidance to AWN employees, salespeople, warranty administrators, and service professionals across our customer base. Communicate thoughtful, customized solutions that help customers move forward and grow their business. Show composure, resilience, and flexibility as customer needs evolve and case volume changes.
Core Requirements and Responsibilities:
- Work with end users to identify and deliver required PC service levels.
- Help support multiple locations, using remote management software.
- Provide training and support to, end users and staff on computer operation and other issues.
- Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices.
- Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
- Perform on-site and remote analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions.
- Receive and respond to incoming calls, Help Desk Tickets, and/or e-mails regarding PC and/or hardware problems.
- Support development and implementation of new computer projects and new hardware installations.
- If necessary, communicate with third-party support and PC equipment vendors.
- Knowledge, Skills and Abilities:
- College diploma or accredited degree in the field of computer science, Microsoft Fundamentals Certification, Networking Certification and/or 3 years equivalent work experience.
- Excellent technical knowledge of PC and printer hardware.
- Hands-on hardware troubleshooting experience.
- Equipment support experience with desktop software.
- Conduct research into PC issues and products as required.
- Troubleshot and understand VPN technologies.
- Knowledge of HyperV and/or VMWare.
- Effective interpersonal skills and relationship-building skills.
- Problem-solving and analytical abilities.
- Effectively prioritize and execute tasks in a high-pressure environment.
- Experience working in a team-oriented, collaborative environment.
- Strong customer-service skills.
- Ability to work in a fast-paced environment where changes to procedures are common
- Strong written and oral communication skills.
- Ability to present ideas.
- Attention to detail.
- Understanding of the organization’s goals and objectives.
- Self-motivated.
- Additional Requirements and Details:
- Travel required up to 10% of the time.
- Working primarily from the headquarter office (DTC area in Denver).
- Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
- Frequent repetitive hand and arm movements required to operate a computer.
- Specific vision abilities required by this job include close vision (working on a computer, etc.).
- Frequent sitting and/or standing.
Pay:
- $60,000.00 - $65,000.00 per year
Benefits:
- Free Health Insurance for employee
- Free dental and vision care for employee
- 6% 401K match available
- PTO accrued after 6 months of employment
Schedule:
- 5am to 2 pm shift
- On call as needed
Experience:
- Troubleshooting: 3 years (Preferred)
- Windows: 3 years (Preferred)