Advantage Sales & Marketing LLC dba Advantage Solutions

Sr Analyst I Technical Supp-Remote

Job Locations US-MI-Grand Rapids | US-TX-Austin | US-CA-Irvine
Primary Posting Location : City
Grand Rapids
Primary Posting Location : State/Province
MI
Postal Code
73301
Primary Posting Location : Country
US
Requisition ID
2022-406793
Position Type
Full Time
Category
Professional: (IT, Finance, Legal, HR, Talent Acquisition, Administrative, Customer Service)

Summary

Senior Analyst I Technical Support- Remote

 

At our Company, we grow People, Brands, and Businesses! We are seeking a talented Senior Analyst 1 for Technical Support who will be the primary source of Tier 2 computer and other technology support for Company associates and may sometimes assist external clients with access to Company systems. Support largely includes remote, phone and web-based helpdesk support, as well as some in-person support of associates in the Sr Analyst I Technical Support's assigned office. This is a Tier 2 technical support position. The successful candidate is expected to have advanced troubleshooting skills and the ability to utilize multiple resources to determine the final resolution to technical support issues.

 

Take this opportunity to join North America’s leading business solutions provider and build your career working with amazing people in a growing industry! Apply today!

 

What we offer:

  • Full-Time Benefits (Medical, Dental, Vision, Life)
  • 401(k) with company match
  • Training and Career Development
  • Generous Paid Time-Off

Responsibilities:

  • Maintain a high customer service level by assisting end users (both internal and external) with systems, software applications, and other technical-related issues.
  • Assist internal and external customers remotely over the phone, through email, and other communications media. Use remote desktop support software to view and interact with the remote user’s computer or mobile device.
  • Repair/install/maintain PC and mobile device hardware and software as needed to ensure user productivity.
  • Engage in in-depth research on technical issues to assist associates, external customers, and other Technical Support Analysts.
  • Ensure PC communication and connectivity to LAN/WAN, including connectivity to servers, printers, and the Internet is current and working.
  • Enter and manage helpdesk tickets to document work for all services provided.

Qualifications:

  • Associate's Degree required; Bachelor's Degree or equivalent experience is preferred; Experience in Information Systems, A+ certification is required, and Network+ certification is a plus
  • 3-5 years of experience in customer service is required
  • Excellent customer service orientation
  • Strong written communication and verbal communication skills
  • Ability to understand and follow specific instructions and procedures
  • Knowledge of the following communication and connectivity systems required: Microsoft TCP/IP, networking protocols, network printing/printer troubleshooting, file sharing, Internet application connectivity

Responsibilities

The Company is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. The company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.

 

Position Summary

 

The Sr Analyst I Technical Supp.1.0 is the primary source of Tier 2 computer and other technology support for the Company associates and may assist external clients with access to Company systems. Support largely includes remote, phone, and web-based helpdesk support, as well as some in-person support of associates in the Sr Analyst I Technical Supp.1.0’s assigned office. This is a Tier 2 technical support position. The Sr Analyst I Technical Supp.1.0 is expected to have advanced troubleshooting skills and the ability to utilize multiple resources to determine the final resolution to technical support issues.

 

Essential Job Duties and Responsibilities

 

Systems Maintenance, Management, and Repair

  • Maintain a high customer service level through assisting end users (both internal and external) with systems, software applications, and other technical-related issues.
  • Assist internal and external customers remotely over the phone, through email, and other communications media. Use remote desktop support software to view and interact with the remote user’s computer or mobile device.
  • Repair/install/maintain PC and mobile device hardware and software as needed to ensure user productivity.
  • Engage in in-depth research on technical issues to assist associates, external customers, and other Technical Support Analysts.

Communication/Connectivity

  • Ensure PC communication and connectivity to LAN/WAN, including connectivity to servers, printers, and the Internet are current and working.

General Administration

  • Enter and manage helpdesk tickets to document work for all services provided.

Supervisory Responsibilities

 

Direct Reports

 

This position does not have supervisory responsibilities for direct reports

 

Indirect Reports

 

This position does not have guidance or mentoring responsibilities for indirect reports

 

Travel and/or Driving Requirements

  • Travel and Driving are not essential duties or functions of this job 

Minimum Qualifications

The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job

 

Education Level

  • (Required): Associate's Degree          
  • (Preferred): Bachelor's Degree                                 

Field of Study/Area of Experience:  Information Systems, A+ certification is required, and Network+ certification is a plus.

  • 3-5 years of experience in customer service is required.

Skills, Knowledge, Abilities, and Software/Tools

  • Excellent customer service orientation
  • Strong written communication and verbal communication skills
  • Ability to understand and follow specific instructions and procedures
  • Ability to ensure a high level of service and quality is maintained
  • Knowledge of the following communication and connectivity systems required: Microsoft TCP/IP, networking protocols, network printing / printer troubleshooting, file sharing, Internet application connectivity
  • Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers

Environmental & Physical Requirements

 

Office / Sedentary Requirements

 

Incumbent must be able to perform the essential functions of the job.  Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time, ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.

 

Additional Information Regarding The Company Job Duties and Job Descriptions

 

Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law.  The company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

 

Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes.  Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).

Important Information

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.

The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

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