Technical Customer Support Associate Analyst

Job Title: Customer Support Associate – Technical Analyst

Location: Birmingham, AL (Onsite)

Duration: 12+ months of contract (Possible extension/conversion)

Job Description:

• Provide basic colleague technical support including but not limited to:
• Computer hardware diagnostic, troubleshooting, configuration, and refresh.
• Software installation and troubleshooting.
• Voice and video network diagnostic and repair.
• Mobile device configuration, training, and diagnosis.
• Recovery testing to confirm availability of systems where outages have occurred.

Skills Strong knowledge of the following is preferred.

• MS operating systems and MS Office.
• Apple hardware and operating systems.
• Networking switches and data networks.
• IP telecommunications systems.
• Audio Visual Systems.
• Capability to analyze problems and use sound judgement for determining solutions.
• 1+ yr of recent helpdesk experience.
• Ability to clearly communicate with customers and other IT staff.
• At least 1 Year PC/LAN technical or equivalent experience preferred.
• Aptitude for providing strong customer service through interactions and communications, verbally and written.
• A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.
• Willingness for continuing enhancement of technical skills through education/seminars and interaction with other IT disciplines.
• Comfortable with working outside of normal business hours to support activities, and/or support on-call rotation when necessary.
• Associate degree and/or equivalent work experience in the technology, hospitality, retail, or customer focused field highly regarded.
• A+ certification PREFERRED or equivalent combination of education, training, and experience.

Customer Service:

• Excellent verbal and written communication skills Problem solving Knowledge of computer operating systems, hardware, and software Attention to detail Ability to work well with others Time management

Education:

• Minimum Degree Required: Completed High School (Diploma or GED)
• Associate’s degree Computer Science or in a related field PREFERRED or equivalent work experience. Degree is Preferred, but not required.

Manage basic ticket workflows including but not limited to:

• Escalating unresolved issues in a timely manner.
• Maintaining and tracking inventory of hardware in the appropriate systems.
• Documenting and tracking status of colleague inquiries, coordinating appropriate response.
• Proactively setting expectations with colleagues.
• Following up to ensure colleague satisfaction.

Provide proactive support, maintenance, and innovation including but not limited to:

• Implementing approved operating system enhancements.
• Recommending system modifications to reduce colleague problems.
• Interacting with other support groups to restore service and /or identify and correct colleague computing problems.
• Identifying process improvement opportunities and supporting continuous improvement initiatives under direction of your supervisor.

Perform other duties and responsibilities, as assigned.

• Customer service & leadership
• Delivers exceptional customer service.

Alert’s colleagues and team members when a major problem is suspected.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian’s platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian’s brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.