Cynet Systems · 2 weeks ago
Technical User Support Analyst
Minneapolis, MN
Full-time
Onsite
New Grad, Entry LevelCynet Systems is a company that provides technical user support, and they are seeking a Technical User Support Analyst to provide frontline technical and customer support in a call center and help desk environment. The role involves supporting mobile devices, applications, and peripherals while ensuring high-quality customer experiences and timely resolution of issues.
Human ResourcesEmploymentRecruitingStaffing Agency
Responsibilities
Handle inbound call center calls routed to the HCIT queue during normal business hours
Make outbound calls to customers as requested
Respond to email-generated tickets using ServiceNow
Participate in on-call rotations, including one on-call shift per quarter and after-hours coverage
Provide support coverage during holiday shifts as required
Report customer feedback to regulatory bodies and adhere to high standards of complaint handling
Manage mobile devices across multiple mobile device management platforms
Troubleshoot device enrollment, registration, application installation, software and firmware issues, hardware failures, and operating system configuration issues
Process requests related to broken, lost, or stolen devices
Triage and escalate support requests, infrastructure issues, and enhancement requests as needed
Support mobile printers and peripherals and provide best-effort support for extended technologies interfacing with mobile devices
Coordinate with internal departments including Deployment, Marketing, Repair, Supply Chain, and Engineering to resolve customer issues
Respond to IT-related inquiries from internal departments
Test software and hardware in both development and production environments
Support disaster recovery preparedness and protocols
Provide technical troubleshooting and end-user support via telephone in a call center or help desk environment
Track all customer interactions accurately, ensuring proper logging and documentation
Identify issue trends and proactively address potential high-impact issues
Collaborate with technical, sales, customer service, and marketing teams to support new product and service offerings
Maintain troubleshooting logs to ensure timely issue resolution
Recommend system modifications to reduce recurring user issues
Qualification
Required
Ability to work in a 24x7 operational environment with on-call and after-hours responsibilities
Ability to lift or move equipment weighing up to 50 pounds
Ability to travel independently between buildings or sites as required
Strong customer service and communication skills
Ability to troubleshoot hardware, software, and mobile device issues
Experience working in a call center or help desk support environment
Strong documentation and issue-tracking skills
Ability to collaborate effectively with technical and non-technical teams
Ability to analyze trends and recommend improvements
Relevant technical education or equivalent professional experience
Preferred
Previous experience providing technical user support in a call center or help desk environment
Company
Cynet Systems
Headquartered in Washington DC Metro Area, Cynet Systems is a top talent supplier for companies across North America.
Founded in 2010
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ashwani (Ash) M.
Partner and Co-CEO
Nikhil "Nick" Budhiraja
Founder / Co-CEO
Company data provided by crunchbase