Waident Technology Solutions

Job Description: Client Support Analyst

Overview: Waident Technology Solutions is looking for a dedicated Client Support Analyst to join our team. This position will provide frontline technical support to our clients’ employees, helping them to manage all their technology, including computers, phones, and printers. The ideal candidate gets a genuine charge out of helping people, has a strong technical aptitude, is excited to learn new systems, plays well with others, and is a clear, concise, and friendly communicator.

Tasks and Responsibilities:

• Expert knowledge and proven troubleshooting skills with the following:
• End-user hardware (including computers and smartphones), operating system, and software-related problems with Microsoft Windows, Office, and other business applications
• Basic network and server access problems for end users
• WAN, VLAN, firewall, VPN, etc. system issues is a plus
• Voice communications and voice mail systems problems

• Respond to helpdesk calls and service tickets in a prompt, friendly and solution-oriented manner
• Maintain accurate and useful documentation in our support tools
• Image and deploy new computers and associated hardware as needed
• Monitor and respond to antivirus and malware protection notifications and respond quickly and effectively to possible outbreaks
• Escalate issues to senior helpdesk or network team members when appropriate
• Perform special projects as directed by manager

Education and Experience Required:

• Technology degree or equivalent combination of education and experience
• Proven success working with computer technology in a business environment

Skills Required:

• Strong computer literacy including expertise in using and troubleshooting issues for Microsoft Windows and Microsoft Office Suite
• A proven aptitude for learning new technology and software
• Proven experience of multitasking in a fast-paced environment
• Professional demeanor with a strong work ethic and focus on the customer experience
• Ability to take direction and collaborate well within a team environment
• Good communication skills, both written (email) and verbal (telephone and in person)
• Ability to be proactive and establish ownership of special projects

Working Hours:

• Normal hours of work will be between 8:30 am – 5:30 pm Monday through Friday; Waident’s standard support hours are 7:00 am – 7:00 pm
• Hours may vary and occasionally will require evening and weekend work as directed by the company needs
• Team member will be required to perform helpdesk on-call rotational support in evenings and on weekends approximately one week a month

Travel: Required to have a car to travel to clients as needed

Working Environment:

• Work is performed in an office setting at client’s site in Morton Grove, IL
• Periodic travel to the other Waident offices may be required
• Team member may be occasionally deployed in the field for direct customer resolution
• Work as a part of a team with peers and escalations to help when needed
• Work-Life balance is important to us so there is minimal needed overtime, holiday, and weekend hours

Reports To: Director of Service Delivery

Direct Reports: None

FLSA Status: Non-Exempt

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Weekend availability

Work Location: One location

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