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Techforce Staff Analyst
Iconma, L.L.C. | Hillsboro, Oregon
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Job Description

Techforce Staff Analyst

Location: Hillsboro, OR

Duration: 6 months


* Client is looking for an Tec force Analyst to support our staff at client in Hillsboro. In this role, you will provide remote and local IT support by troubleshooting, diagnosing, installing and configuring a variety of hardware and software. You will also assist in application support issues, such as access provisioning and various app configuration changes. As an Tec force Analyst, you exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems. You will maintain in-depth knowledge of all desktop systems, applications, and technologies. This position requires an outgoing person with excellent communications skills who enjoys helping people and working in a team environment. The ideal candidate will have around 2 years of experience in IT, as well as 1 to 4 years of client administration support in a mid to large size Enterprise.


* Provide excellent customer service and diffuse heightened end-user sensitivity.
* Ability to communicate technical information to both technical and non-technical personnel.
* Resolve user issues submitted via ticketing system, phone, chat, and email.
* Uses troubleshooting skills and experience to resolve many issues immediately.
* Escalate unresolved customer issues and recommend documented solutions and/or temporary alternative procedures to users
* Track all requests using case management application.
* Satisfactorily complete a minimum number of tickets/periods based upon group standards while maintaining satisfactory customer feedback.
* Actively participate in ongoing training of peers and onboarding of new team members
* Hardware provisioning, imaging, troubleshooting, and software installation for laptops (Apple & Dell), desktops (Dell), and corporate owned/BYOD mobile devices (IOS/Android) along with standard peripherals.
* User and administration of operating systems including Mac OSX/IOS, Windows, and Linux Ubuntu.
* TCP/IP networking support and troubleshooting of a corporate user and remote user environment with LAN, WAN, and VPN implementations globally.
* Troubleshooting a variety of client, mobile and cloud applications office software (Microsoft Office, Gapps, Browsers, client website, etc.).
* FTP and Web Services Integrations.
* Basic understanding of a programming language (PL/SQL, JavaScript, Java, Apex, Visual Force, etc).
* Understanding and adhering to security policies and corporate best practices.
* Solve complex incidents by applying known documented solutions and processes, taking work items through to completion with minimal direct supervision.
* Partnering with senior members of the team to learn new skills, ask for help, and escalate as needed.
* Understand all aspects of client configuration and technical/functional capabilities, including all changes and potential system implications related to ongoing releases
* Perform all tasks related to the day-to-day operations of several large implementations of client including managing users, creating and maintaining custom objects and fields, handling bulk data migration, workflows, validation rules, page layouts, and troubleshooting of Apex and integrations
* Manage a fast-paced queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution
* Maintain and demonstrate 100% compliance with all written security policies, SOX procedures and change management controls
* Communicating in different settings and methods including team meetings, conference calls, email, instant messaging, and social media.
* Aptitude and ability to learn to adapt quickly to new technology and business requirements in a fast paced, dynamic global environment.
* Training team members in formal and informal settings.
* Customer and technical support processes.
* Accounting and financial processes
* ITIL and Software Release Management processes and practices with internal and external partners.

Required Skills:

* Current knowledge of PC, Mac and mobile devices (iPhone/iPad, etc.), hardware/software and general technology trends
* Excellent project management skills with ability to juggle multiple projects/tasks across various user groups
* Understanding of business processes and ability to translate business requirements into application functionality
* Excellent verbal and written technical documentation skills
* Strong team player with service-oriented attitude and customer focus
* Strong research and problem-solving abilities are required
* Must be a go-getter and client enthusiast who thrives on working in a fast-paced environment

Desired Skills:

2 years of experience in a desktop support function at a large enterprise

1-3 years previous client administration experience with a minimum 300-seat environment handling all aspects of CRM, case management and platform maintenance

Polycom and Video Conferencing solutions experience

Linux support experience

Knowledge of Cisco software and hardware

Knowledge of desktop security (anti-virus/anti-spam/firewall/patching/two-factor authentication)

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