Summary As a Workstation Analyst, you will be tasked with providing desktop support and quality customer service to our staff and remote users. Reports to: The Manager for User Technical Support The resume of the Ideal Candidate would reflect the following: 2+ years of technical support experience in a technical call center, or equivalent education and experience combined Duties/Responsibilities Handle 2nd and 3rd level support calls by responding to phone calls, email, web, and walk-up requests Manage the centralized account administration for network accounts, security groups, and application accounts by implementing operational security controls Manage the upgrade to the application test environment for 3rd-party applications Log requests, problems, and resolutions on the Request Tracking Program and proactively resolve and escalate calls while keeping customers actively informed Manage the upgrade in the application test environment for 3rd party applications Man the Help Desk and dispatch requests that are not for desktop support to the appropriate areas within the technology team Troubleshoot and install hardware, software, PDAs, and network devices Provide support on problems related to desktop operating systems and software applications, including installation and configuration Build, configure, and install workstations and related peripherals as needed Consult with user community on wide range of hardware, software, and operating system issues on predominantly Windows and some MAC platforms Work collaboratively with other Technology team members to ensure appropriate customer service levels are maintained Employee Benefits Transportation Benefit: we offer a transportation program to help you manage you commuting expenses and reduce taxable income Life and AD&D Insurance: we offer you $50,000 of basic life and accident insurance at no charge Flexible Spending Accounts: Our flexible spending accounts allow you to set aside up to $5,000 in a medical-care spending account and up to $5,000 in a dependent-care spending account per year Professional Development Benefits: you can apply for tuition assistance for degree-related coursework or reimbursement toward the cost of external training 403(b) Retirement Plan: you may participate in our 403(b) plan from you very first day of employment. Our fund portfolios include aggressive, moderate, conservative, and socially responsible options. Participants can consult a licensed financial advisor at no charge. In addition to the value of investing toward retirement, you receive an employer matching contribution: 100% of contributions up to 5% of annual compensation No waiting or vesting period Health Benefits: Comprehensive health coverage including medical, dental, and vision benefits The opportunity to enroll yourself and dependents, including domestic partners, from your first day of employment Low contribution amounts starting at $6 per pay period. We subsidize over 85% of the cost of coverage. Our benefits are more generous than those of many public and private employers. Paid Time Off: 3 weeks of vacation Paid winter break between Christmas and New Year?s 10 paid holidays 10 sick days 2 weeks of parental leave for secondary caregivers 6 weeks adoption leave for primary caregivers 2 weeks family leave to care for an immediate family member with a serious health condition Paid Disability Leave: 3 months of paid disability leave (up to 2 months paid 100%, 3rd month paid 60%) For child birth, 6 weeks disability for a regular delivery or 8 weeks disability for a c-section
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