IT Support Analyst

• Candidate will be required to work different shifts.
• Provide first-level technical support with an emphasis on customer service for PC, Linux, UNIX, networking, enterprise applications, and printer problems.
• Act as central point of contact for peripherals and office systems technologies such as e-mail clients, broadband access, remote access methods, software-based firewalls, virus scanning software for Qualcomm's employees worldwide.
• Answer incoming customer phone calls and e-mail while providing superior customer service.
• Responsible for the ownership of incident creation, resolution, and closure.
• Utilize current problem and knowledge management software in accordance with standard operating procedures to track all inbound calls, e-mails, and service requests.
• Actively listen to each customer's request; confirm an understanding of the issue, diagnose the problem, and provide an accurate solution.
• Document all call information including troubleshooting steps that pertain to a successful resolution and closure of the customer's issue.
• Utilize basic networking functions and support for e-mail clients is essential.

Minimum Qualifications:

• High School Diploma or equivalent.
• 1+ year of experience in IT, Engineering Support, or related area.
• 1+ year of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

Physical Requirements:

• Frequently transports between offices, buildings, and campuses up to 2 miles.
• Frequently transports and installs equipment up to 40 lbs.

Additional Requirements:

• Good verbal and written communications skills.
• Must be able to enunciate clearly over the telephone.
• Must be able to interpret customers' needs, communicate clearly and concisely via e-mail; have outstanding customer service skills, excellent troubleshooting skills, and the drive to assume more responsibilities.
• Minimum of two years practical experience in the computing industry and corporate service-desk computing environment.
• 24x7 shift model (7/365 availability is required).
• Good troubleshooting skills in Windows 10 O/S, MS Office tools, Mail Client (Outlook), Printers and basic networking.
• Requires experience with two or more of the following: Windows based OS's and basics of UNIX or Linux operating system.

Preferred Qualifications:

• Bachelor's degree required.
• Minimum 2 years of help-desk support experience with computer hardware, software, and networks preferred and preferably in a Service Desk environment.
• Customer service, technical training and/or industry standard certifications preferred.
• Contact Center experience will be a plus.