IT Customer Experience Analyst

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Description

NEFCO is seeking a motivated and experienced IT Customer Experience Analyst to join our IT team. The ideal candidate will be a self-starting, professional individual dedicated to providing exceptional IT support. This role acts as a critical escalation point, handling advanced technical issues and supporting core infrastructure. The position is primarily responsible for delivering skilled onsite technical assistance to the assigned location and nearby branches, while also providing comprehensive remote and onsite support to all other company locations and colleagues.

Key Responsibilities

1. Advanced Technical Support & Escalation

• Provide Tier 2 help desk support, serving as an escalation point for the Tier 1 team.
• Perform advanced diagnostics, testing, and repair of complex hardware and software issues on devices including desktops, laptops, printers, phones, and mobile devices.
• Take ownership of escalated support requests from the Tier 1 team and see them through to resolution.
• Utilize remote control software to efficiently assist off-site staff and colleagues at branch offices.
• Support key business software including the Microsoft Office suite, Epicor Eclipse, and Adobe Products.
• Mentor and assist Tier 1 technicians with challenging issues to foster team skill development.

2. Advanced Service Request & Incident Management

• Act as the first point of contact for all incoming IT support requests.
• Triage, prioritize, and manage multiple colleague inquiries simultaneously in a fast-paced environment.
• Document all support issues, user communications, and resolutions comprehensively within the IT ticketing system.
• Escalate complex issues to other IT teams as appropriate, ensuring a smooth hand-off.

3. Hardware & Software Lifecycle Management

• Deploy new hardware systems and software applications for new hires and as part of employee upgrade cycles.
• Configure and deploy company-approved mobile devices to colleagues.
• Assist with the tracking and management of IT hardware and software inventory.
• Contribute to the efficient and proper disposal of retired or expired hardware in accordance with company policy.

4. Service Delivery & Documentation

• Deliver an outstanding and professional customer service experience to all Tiers of the organization, from entry-Tier to executive leadership.
• Maintain clear, timely, and professional communication with end-users regarding the status of their requests.
• Create and maintain documentation for technical processes, findings, and resolutions.

5. General Duties

• Participate in a rotating on-call schedule to provide after-hours support.
• Adhere to all IT policies and procedures.
• Perform other related duties as assigned.

Requirements

Preferred Qualifications

• Experience: A minimum of 4 years working in a Desktop Support or similar IT support role.

• Education: Bachelor's degree in computer science, Information Systems, or a related field; or an equivalent mix of an associate's degree and/or additional relevant IT experience.

• Technical Skills:

• Proficiency with Windows Operating Systems.

• Experience with VoIP systems and current mobile devices (iPhone & Android).

• Experience with ticketing systems is required.

• Experience with Dell business-class hardware, HP/Zebra printers, Mitel phone systems, and Epicor Solar Eclipse is considered a plus.

• Experience with Active Directory and Group Policy Management.

• Working knowledge of Office 365 Enterprise suite (Exchange, Teams, SharePoint, MFA).

• Experience with Freshservice or other ITSMs.

• Professional Skills:

• Excellent verbal and written communication skills, strong problem-solving abilities, and meticulous documentation habits.

• Proven ability to work effectively both independently and as part of a team.

• Preferred Certifications: IT Certifications such as A+, Network+, Security+, CCNA, or CCENT.

Additional Requirements

• Ability to occasionally travel to other company sites within driving distance (mileage will be reimbursed).
• Must be able to handle multiple inquiries and requests in a fast-paced environment.
• The ability to occasionally lift and move equipment and boxes weighing up to 40+ pounds.