Desktop Support Associate Analyst

TeleTech Holdings, Inc.; Austin (TX); Remote; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical, dental, and vision

Annual incentive program

Tuition reimbursement

Paid time off (PTO)

Job summary

TeleTech Holdings, Inc. is seeking a Desktop Support Associate Analyst to deliver end-user provisioning, access management, and technical support across the Public Sector IT organization while driving incident, problem, and change management.

This role is based in the United States with remote work options. You will collaborate with stakeholders, perform real-time investigations, and provide user-level IT support across various platforms including Active Directory, Exchange, Office 365,

Qualifications

• Bachelor's degree in IT or equivalent required.
• 2+ years of related IT support experience.
• Proficient in Active Directory, Exchange, Office 365.
• Experience with ITIL practices.

Responsibilities

• Provide end-user provisioning and access management.
• Deliver incident, problem, and change management across IT operations.
• Handle day-to-day IT support, restoring services, and root-cause analysis.
• Coordinate with stakeholders to validate requirements for changes.

Skills

Active Directory

PowerShell Scripting

Microsoft Exchange

Office 365

Windows

SharePoint

OneDrive

ITIL

ITSM

Incident Management

Problem Management

Change Management

Customer service mindset

Team collaboration across time zones

Education

Bachelor's degree in Computer Science/Information Technology or equivalent

ITIL Foundations v3 certification

Tools

SQL Server

SharePoint

Office 365

Job description

Job Description - Desktop Support Associate Analyst (04E9K)

Desktop Support Associate Analyst

Bringing smiles is what we do at TTEC… for you and the customer. As an IT Service Desk & Systems Administration Associate working remotely in the United States, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You’ll Do

Do you have a passion to help others solve issues and to translate and analyze technical issues? Want to learn and grow your own knowledge in various IT fields? In this combined role, you’ll deliver excellent end-user provisioning, access management, and technical support while serving as a driving factor for Incident, Problem, and Change Management across the Public Sector IT organization. You’ll be navigating and delivering day-to-day IT support, restoring services, and identifying root causes of problems across the infrastructure. The position requires strategic thinking and problem-solving skills to apply documented processes to new problems as they are identified, along with strong written and verbal customer interaction skills and the ability to work co-operatively to meet deadlines and objectives. You’ll communicate with stakeholders to generate, analyze, and validate requirements for changes in processes, policies, and systems. Your great listening skills and ability to read between the lines will allow you to find the root of the associate’s problem and translate it to an IT solution. You’ll be exposed to many different IT scenarios and departments, perfect for growing your own tech expertise and becoming well rounded with information.

You’ll report to the Service Desk Manager. You’ll contribute to the success of the business by leading and resolving associates’ technical issues, bringing amazing support, and establishing and integrating solutions throughout the IT interface.

During a Typical Day, You’ll

• Provisioning and access management in the following but not limited to : Active Directory, MS Exchange, Office 365, Security Groups, Distribution lists, Email, Portal DMZ, Shared Folders, VPN Access, SharePoint, OneDrive, FNP service, etc.
• Conduct industry audits related but not limited to Active Directory, Oracle and other systems supported.
• Provide end user support for but not limited to TTEC applications.
• Conduct regression testing and UATs and occasional after-hours maintenance.
• Conduct internal trainings
• Implement and support Incident, Problem and Change Management processes across the Public Sector IT organization
• Perform real-time investigation of Incident, assist with problem or change tickets, including closure categorization, user satisfaction survey, and completion documentation
• Recognize, and resolve technical issues affecting associates. Provide user level technical support by installing, configuring, maintaining and troubleshooting TTEC computer hardware and software issues.
• Monitor and prioritize ticketed requests based on status, updates and escalations

What You Bring to the Role

• Bachelor's/College Degree, Computer Science/Information Technology or equivalent, or equivalent experience in IT
• 2 + years of related work experience.
• Experience in Active Directory, PowerShell Scripting, Microsoft Exchange, Office 365, Windows, SharePoint, OneDrive. Experience in SQL and in ITIL is an advantage.
• Experience in supporting PC software including configuration, troubleshooting and maintenance, or relevant technical training/degree from an accredited college, university or technical certification.
• Knowledge and experience with ITSM and ITIL best practices for large, complex global IT organizations
• Completion of ITIL Foundations v3 certification is a plus.
• Experience with Service Management processes and tools with an understanding of Incident, Problem, and Change Management
• 2+ year's IT knowledge and desktop support including hardware and software navigation and troubleshooting.
• Passionate and motivated to help others with your customer focused mindset and positive attitude
• Work as part of a regional team across multiple countries, cultures and time-zones
• Applicants must be willing to work on shifting schedules including weekends and holidays

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• An annual incentive program
• Medical, dental, and vision
• Tax-advantaged health care accounts
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off
• Tuition reimbursement and access to thousands of free online courses
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

The anticipated range is$22-$24 hourly. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

A Bit More About Your Role

We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.

You’ll report to the Desktop support Supervisor. You'll contribute to the success of the customer experience and the overall success of the team.

About TTEC

TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the experience.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vista points and provides you to bring value to the table in your own unique way

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different perspectives and allows every individual to bring value to the table in their own unique way.