Technology Support Analyst Job in Minneapolis, Minnesota US
Technology Support Analyst
Title: Technology Support Analyst Location: null Other Locations: null CIBER is currently seeking a Technology Support Analyst in Saint Louis Park, MN to work in a high volume call center environment that operates 24x7x365. Responsibilities Include: * Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal. * Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers. * Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP environment, offering a variety of level 1 to 1.5 solutions over the phone. * Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool. * Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time. * Follow policies and procedures regarding the safeguarding of sensitive information, such as PHI/PII and access to corporate systems. * Escalate high priority, high impact issues to the USC's internal support teams. * Use an issue knowledge base to effectively resolve and assign issues to the appropriate support group. * Use remote control tools to assist customers when needed. * Provide feedback on technical documentation for publication in Knowledge Base. * Work in a low-wall cubicle environment with moderate noise levels. * Frequently speak and listen using a headset, sit for longer periods of time working at a computer, scheduled lunches, breaks, and off phone time. * This position is targeted to occupy a prime shift (3:30PM - 12:30 AM, M - F). However, because our business needs often change, we always prefer candidates who are open to other shifts. * High volume help desk or call center experience. * High School Education or equivalent experience. * 5 years of Technology Support experience. * 5 years of experience with PC operating systems including Windows NT, 2000 and XP. * 5 years of experience in a customer service role. * Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN). * Experience with MS Office (including Word, Excel and PowerPoint). CIBER, Inc. is a global information technology consulting, services and outsourcing company applying practical innovation through services and solutions that deliver tangible results for both commercial and government clients. Services include application development and management, ERP implementation, change management, project management, systems integration, infrastructure management and end-user computing, as well as strategic business and technology consulting. Founded in 1974 and headquartered in Greenwood Village, Colorado, CIBER has more than 8,000 employees. We operate in 19 countries, serving clients from 14 Global So