Client Care Technical Support

COCC; Rocky Hill (CT); Hybrid; USD 53,000 - 72,000; Full time

Benefits offered by this job

Hybrid schedules

Paid time off

Training & onboarding

Employee development programs

SANS training

Pluralsight training

CBTNuggets training

Competitive compensation

On-site fitness centers

Wellness incentives

Career coaching

DEIB initiatives

Financial planning assistance

Peer recognition

Job summary

COCC in Rocky Hill, CT is seeking a Help Desk Analyst to analyze, support, and resolve customer technical issues across operating systems, applications, data communications, and hardware peripherals. You will assist the Technical Consulting Group with onsite and remote client engagements.

The role requires a Bachelor’s degree or equivalent work experience and at least one year in a help desk role, with 1+ years supporting Microsoft environments.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 1 year of help desk experience.
• 1+ years supporting Microsoft OS environments.
• Strong communication and teamwork skills.

Responsibilities

• Analyze and resolve customer technical issues across OS, applications, data, email, and hardware.
• Assist the Technical Consulting Group with onsite and remote client engagements.
• Meet service level objectives and ensure timely incident resolution.
• Coordinate and manage escalations professionally.
• Perform preventative maintenance and system health activities.
• Deploy OS and third-party software updates to customers.
• Assist with testing and validation of updates prior to deployment.
• Identify risks and help implement resolutions.
• Participate in customer projects and technology upgrades.

Skills

Customer support

Communication skills

Teamwork

Problem solving

Education

Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent work experience

Job description

What's in it for you....

COCC offers a collaborative environment, career growth, and all the benefits you'd expect from an award winning employer, including:

• Hybrid schedules and ample paid time off supporting work/life balance and flexibility


• Customized training and onboarding to support you in your first year at COCC


• Robust employee development programs aligned with career pathing objectives


• Cutting edge training and educational resources from vendors like SANS, PluralSight, and CBTNuggets


• Generous PTO, benefits, and competitive compensation


• On-site fitness centers, wellness incentives, and lifestyle spending accounts


• One on one career coaching


• DEIB initiatives championing inclusion and encouraging you to bring your whole self to work


• Financial planning assistance with certified professionals


• Peer recognition programs

What You’ll do...

• Analyze, support, and resolve customer technical issues related to operating systems, applications, data communications, firewalls, email, remote access, software, and hardware peripherals.


• Assist the Technical Consulting Group with onsite and remote client engagements.


• Meet established service level objectives and maintain timely resolution of assigned incidents and requests.


• Coordinate and manage escalations in a timely and professional manner.


• Perform preventative maintenance and system health activities.


• Deploy operating system and third-party software updates to assigned customers.


• Assist with testing and validation of updates prior to customer deployment.


• Identify areas of risk or concern and assist with developing and implementing resolutions.


• Participate in customer projects, technology upgrades, and other company initiatives as needed.

What You’ll bring...

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent work experience


• Minimum 1 year of experience in an industry standard help desk role


• 1+ years of experience supporting customers in a multiple Microsoft operating system environment


• Ability to communicate effectively with all levels of staff and management both verbally and in writing


• Ability to demonstrate accountability, accept responsibility, and work effectively within teams and workgroups


• Ability to operate, install, configure, and maintain Microsoft Windows Operating Systems


• Experience supporting standard Windows applications, Java, and Microsoft Office


• Experience supporting custom Windows applications

Salary Range for this role is $53,400-$72,200 per year. Role is hybrid onsite in Rocky Hil, CT