IT Support Analyst I - Temp to Hire

Overview

The IT Support Analyst will provide service and technical support to Dynavax Technologies community ensuring high standards in customer satisfaction and quality of service is maintained. The Support Analyst I will have a broad technical knowledge to resolve a wide variety of technical issues, requests and inquiries from end users as well as perform system administration.

Responsibilities

• Provide 2 nd level technical support to Service Desk Technicians and end users as it relates to complex desktop, server, network and mobile communication technologies.
• Provides onsite customer assistance for emergency and urgent issues as defined in Service Desk Operational Procedures.
• Document and log all information relating to issues and create knowledge base entry according to guidelines.
• Escalate all unresolved issues to the Service Desk Manager within the time specified by the Service Level Agreement.
• Follow customer issues through to completion to ensure proper resolution and customer satisfaction has been achieved.
• Maintain accurate and up to date documentation of end user environment and supporting material that ensures consistent quality remote support by any member of the Service Delivery Team.
• Assist in creating employee training material.
• Provide direction, troubleshooting assistance and training to other technical support personnel.
• Proficient in the use of professional services automation and remote monitoring and management tools, such as Intune, System Center Configuration Manager, as well as remote console and remote desktop services.
• Proactive maintenance, improvements, testing and documentation for deployment images.
• Perform basic network diagnostics and escalate to the Infrastructure Team as required.
• Participate with assigned tasks and project activities ensuring all milestones are achieved.
• Achieve or exceed defined Service Level Agreements for Incidents and Service Requests.
• Participate in the on-call rotation that will include off-hours, onsite visits or remote troubleshooting.
• Provide end user support, imaging, patching, profile administration, and data migrations for all company supported operating systems.
• Support the organization in maintaining a work environment focused on quality as well as one that fosters learning, respect, open communication, collaboration, integration, and teamwork.
• Other related responsibilities that will be assigned as required

Qualifications

• Two+ years of direct or related experience with Windows Active Directory Administration, Microsoft Exchange Administration, and PowerShell Scripting. Excellent verbal and communication skills, including effectively listening skills to interpret and understand end user needs
• Direct experience supporting and managing the following operating systems:
• Windows 7 and 10
• Windows Server 2008, 2012 and 2016
• Excellent analytical and troubleshooting skills
• Excellent interpersonal and customer service skills, including the ability to manage controversial and/or adversarial situations calmly and professionally.
• Must have the ability to effectively diagnose and troubleshoot a broad range of technical problems.
• Must be able to manage time and work effectively and efficiently.
• Proven ability to work independently as well as understand when to triage questions and escalated issues to the IT management team.
• Possess a knowledge of industry standard products, systems, applications and operating systems.
• Personal attributes include:

• Dependable and reliable
• Professional demeanor
• Able to adapt to changing priorities and needs

• The ideal candidate will have a valid driver's license and transportation to respond to after-hours and on-call needs as well as support multiple facilities
• Must be able to lift up to 50 pounds and work with continuous long term standing, bending and kneeling.

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