Dedicated Support Analyst I

centrexIT; San Diego (CA); On-site; USD 52,000 - 73,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) match

Internal growth & mentorship

Job summary

centrexIT is seeking a Dedicated Support Analyst I for an onsite role in Vista, CA. You will support a single client with day-to-day IT operations, troubleshoot hardware/software, manage user accounts, and ensure high-quality service delivery. You will collaborate with a small team to resolve issues quickly and maintain excellent client satisfaction.

The role requires strong communication, problem solving, and the ability to work in a fast-paced environment with 24/7 on-call rotations.

Qualifications

• Proficient in information technology regarding both hardware and software.
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Responsibilities

• Provide technical assistance and best-in-class IT support for client requests.
• Offer phone support and route calls as needed.
• Assist onsite at various client locations around San Diego County.
• Install, configure, update, troubleshoot hardware and software.
• Manage AD/LDAP, spam filters, printer configurations, remote connectivity, and password resets.
• Troubleshoot network issues from Wi-Fi to outages; coordinate onsite visits.
• Document time and interactions in PSA per SLG standards.
• Identify opportunities for projects or upgrades and escalate.
• Maintain KPI metrics and client relationships.
• Onsite provisioning and deployment of new computers; reprovisioning as needed.

Skills

Proactive problem solving

Excellent communication

Strong customer service

Team collaboration

Self-starter / motivated

Time management

Adaptability

Education

Associate degree in IT

IT certifications (Microsoft, Cisco, CompTIA) preferred

2+ years IT experience

Tools

Windows 8/10/11

Windows Server 2012/2016/2019

Active Directory & LDAP

Microsoft 365 / Exchange Online / OneDrive / Azure AD

Meraki MDM

Job description

The Dedicated Support Analyst I is a full-time onsite resource assigned to support one of our clients located in Vista, CA. Working within a small team of other onsite dedicated technicians, the Dedicated Support Analyst I is responsible for maintaining and supporting the clients IT environment and end users. The Dedicated Support Analyst I is the primary contact for the client and ensures that service delivery aligns with company standards. This individual will have an in-depth knowledge of the client’s environment with the desired goal of resolving reactive requests as efficiently as possible. To be successful in this position you must be an excellent communicator who can troubleshoot and investigate problems, prioritize escalations, and partner with people of varying technical backgrounds to deliver outstanding support and service. Efficient resolution of reactive outages with an excellent user experience is the primary objective of the Dedicated Support Analyst I.

ROLES AND RESPONSIBILITES (Include the following but are not limited to)

• Provides technical assistance and a best-in-class experience for all IT requests raised by Client.
• Provides phone support and call routing as necessary.
• Assists onsite at various client locations around San Diego County as needed.
• Responsibilities include but are not limited to: Hardware (desktops, laptops, mobile devices, printers, multifunction devices, peripherals, and cables) installs, configuration changes, updates/upgrades, and troubleshooting. Software installs, configuration changes, updates/upgrades, and troubleshooting. Resolving service requests and incidents including but not limited to user onboards, offboards, active directory management, spam filter management/training, printer configurations, remote connectivity hardware/software support, password resets, M365 management.
• Diagnose and troubleshoot network related challenges ranging from Wi-Fi challenges to network outages.
• Coordinates appointments and onsites with end users as needed
• Documents time and interactions with end users using centrexIT’s PSA while following defined standards and processes for opening and triaging tickets, entering time, communicating with client, and updating and closing tickets adhering to defined Service Level Goals (SLG’s).
• Identifies requests that require projects, new services or a potential upgrade and escalates these opportunities to appropriate party to ensure quoting and implementation occurs in a timely manner
• Identifies Net New Revenue
• Executes recommended fixes, updates, or change controls where appropriate.
• Follows best practices as defined by vendor, manufacturer, or centrexIT defined processes.
• Process and Work Instruction creation, approval, testing, and adherence
• Turning “tribal knowledge” into a repeatable audit ready process for consistent execution of IT operations
• Works directly with vendors to resolve issues and manage 3rd party applications.
• Identifies and declares breakdowns within systems and processes.
• Communicate openly and authentically with internal team and client to ensure breakdowns are acknowledged and addressed in a timely manner and works towards a shared outcome ensuring the best possible user experience.
• Ensures safety and security of client and their data in accordance with required policies and procedures.
• Attends company, department and individual meetings and trainings as required.
• Responsible for reporting on defined KPI’s, metrics and goals.
• Develops and maintains excellent client relationships.
• Onsite provisioning and deployment of new computers as well as the reprovision of existing computers.
• Assists, escalates, and consults with other team members as necessary to achieve company defined SLG’s.
• Communicates with client as required: keeping them informed of ticket progress, notifying them of impending changes or agreed outages, and following up as necessary
• Respond prompt and professionally with client and fellow team members, keeping commitments or resetting expectations when necessary.
• Required to be in the On-Call Rotation in support of 24/7 client emergencies
• Performs other duties as assigned.

STANDARDS FOR SUCCESS

• Accounts for 100% of time worked by documenting in centrexIT PSA
• Maintains 98% client satisfaction rating
• Follows up daily with client on each ticket they are assigned to
• Enters notes and time in centrexIT PSA no later than 24 hours after scheduled onsite
• Resolves and closes all assigned tickets within 7 days
• Responds to all assigned tickets within SLG standards
• Is on time and ready to work at the beginning of shift
• Always maintains a professional appearance
• Embodies centrexIT’s core values of “Do IT with C.L.A.S.S.” (Care, Leadership, Accountability, Service, and Speed)

QUALIFICATIONS AND REQUIREMENTS

• Proficient in information technology regarding both hardware and software
• Proficient with Microsoft desktop operating systems Windows 8, 10 and 11
• Experience with Microsoft server operating systems, specifically Server 2012, 2016, and 2019
• Ability to administer Microsoft Active Directory and LDAP protocol, setup new users, security groups, group policies, and other admin AD functions.
• Understanding of file security management, shared drives, network drives, and their security permissions.
• Experience with Microsoft 365, Exchange Online, OneDrive, Azure AD.
• Familiarity with Meraki MDM
• Telephony proficiency a plus - desktop phone upgrades, modifications, activations, repairs and troubleshooting.
• Communication, Verbal - Speaks clearly and effectively; listens and gets clarification; responds well to questions.
• Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar.
• Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values.
• Team Builder - Balances team and individual responsibilities; works well in team environment.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Must be comfortable working in a fast-paced environment with shifting priorities with the ability to remain calm in stressful situations.
• Excellent customer service skills; compassionate and understanding. Ability to express both sympathy and empathy towards client.
• Must be a self-starter who is able to stay driven and motivated with little supervision while working at a consistent pace.
• Must be flexible, honest, and dependable
• Live Scan Required

EDUCATION AND EXPERIENCE

• Associate degree (two-year college or technical school) Field of Study: IT or related technical field
• IT industry certifications specifically Microsoft, Cisco and CompTIA preferred
• At least 2 years of direct experience in IT industry
• Experience with an MSP a plus
• Preferred, experience in network / IT systems and troubleshooting steps
• Experience with multiple OS platforms: Windows, MAC OS, Linux, iOS and Android

Why centrexIT is a Great Place to Work (no, really we've been recognized as one of San Diego's Greatest Places to Work for a while now)

• Comprehensive benefits - we have the traditional medical, vision and dental but we ALSO have medical gap insurances, supplemental options, etc.
• 401(k) match - currently at 2.5%
• Diverse client base - we work with clients in many different industries (including non-profit, life sciences, health/medical, construction, law/legal, privately owned small businesses, etc.) this means we have more stability in workload and our people get to work with many different types of people and technologies.
• People-first company culture. Have you ever worked somewhere where the CEO and President are actually on a first name basis with every employee?
• Growth opportunities - all of our job opportunities are posted internally first and priority is given to internal candidates before we post externally AND we have company-posted learning paths and training/mentorship opportunities for every role to help our employees reach their next career milestone/goal.

REASONABLE ACCOMMODATIONS STATEMENT

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

centrexIT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.