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Velocity · 1 month ago

Technical Support Analyst - REMOTE FROM HOME - Must be based in Kansas City Area

United States

Full-time

Remote

Entry Level

1+ years exp

Velocity is a company based in the Kansas City area that is expanding its technical support services team. They are seeking a Technical Support Analyst who will provide first-level technical support for computer software and hardware products, assisting users with problem recognition, research, and resolution, primarily through phone and email interactions.

AutomotiveElectric VehicleManufacturing

Diversity & Inclusion

Responsibilities

Provide first-level technical support of computer software and hardware products and services

Respond to and diagnose problems through discussions with users

Resolve basic to moderately complex problems while referring more complex problems to senior level technicians

Assist users inquiring how to use specific software, electronic mail, or operating systems

Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support office staff and equipment

Handle calls as their primary duties as well as work tickets and may be asked to help with projects

Perform troubleshooting, repairs, and deployment of Windows 7 and 10 as well as some Apple products

Perform troubleshooting on mobile devices, iPhone/iPad and Android

Perform troubleshooting on Network Printer and Multifunctional Devices

Perform troubleshooting on Microsoft Office Products

Work daily with internal customers via phone, and email, with the occasional walk ups

Accurately record all work and troubleshooting in tickets in ServiceNow Ticketing system

Provide excellent client service

Qualification

Windows 7MS Office (O365)ServiceNowActive DirectoryMobile devices troubleshootingCustomer service skillsClear communicationTechnical documentation

Required

Associate's Degree in related field of study

1-2 years of experience in MS Windows environment handling Level 1 calls with experience handling desktop and laptop break/fix support

Experience using and troubleshooting MS Office (O365) products

Experience using ticketing systems, ServiceNow preferred

Experience managing and troubleshooting Windows 7 and 10 workstations

Ability to demonstrate superior customer service skills

Able to communicate and translate complex technical topics into easy to understand concepts

Communicate clearly and effectively, both verbally and in writing

Able to clearly document technical processes

Able to proficiently manage and troubleshoot Microsoft desktop operating systems

Able to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolution

Working knowledge of Active Directory Users and Comp

Working knowledge of Mobile devices including Android, iPhone, iPad and Mac Computers

Excellent written and verbal communication skills

Preferred

Bachelor's Degree preferred

Experience using ticketing systems, ServiceNow preferred

Company

Velocity

Velocity redefines classic car and truck ownership from a state-of-the-art 135,000 sq/ft facility in Northwest Florida, where we design, engineer, and handcraft the finest restomods in the industry.

Founded in 2013

Cantonment, Florida, USA

51-200 employees