Techforce Analyst

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Job Category

Products and Technology

Job Details

Job Summary:

We are looking for talented IT support individuals to provide global enterprise support to internal employees through various intake channels including phone, chat, tickets, and face-to-face support at Techbars. In this role, analysts will provide global support by troubleshooting, diagnosing, installing, and configuring a variety of hardware and software. Techforce Analysts exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems.
 

Responsibilities:

Technical

• Hardware and software troubleshooting for laptops (Apple, Dell, and HP), desktops (Apple and HP), corporate-owned mobile devices (IOS/Android) along with standard peripherals, and hardware provisioning/imaging.
• Troubleshoot, diagnose and resolve connectivity issues and work with Network partner teams as needed
• Troubleshoot, diagnose and resolve a variety of client, mobile, and cloud applications
• Experience supporting and troubleshooting Active Directory related issues
• User and administration of various operating systems (macOS/iOS, Android, Windows, and Linux Ubuntu)
• Access management requests

Problem Solving

• Solve complex incidents by applying known documented solutions and processes
• Ability to work issues to completion with minimal direct supervision.

Adaptability

• Perform all tasks related to the day-to-day operations
• Work in a fast-paced environment, focusing on customer success and driving issues to resolution across several support channels: phone support, chat support, case support, local or face to face support
• Maintain and demonstrate 100% compliance with all written security policies, SOX procedures, and change management controls
• Adapt quickly to new technology and business requirements in a dynamic global environment
• Attend and complete all team training and seek work with others to expand skillset

Customer Service

• Utilize attentive listening to understand the needs of the customer and empathize with them

Communication and collaboration

• Communicate with different audiences, regardless of technical understanding, across several communication mediums/channels to include but not limited to: instant messaging, emails, video conferencing, or face to face support
• Communicating in different settings and methods including team meetings, conference calls, email, instant messaging, and social media.
• Contribute to ensuring content accuracy and updating internal and customer support documentation as needed
• Partner with the team and business partners to learn new skills, ask for help, and escalate as needed.

Detail Oriented

• Complete and submit timesheets and time tracking each week
• Maintain calendar hygiene by accepting and/or declining meetings and only inviting those needed
• Maintain and demonstrate 100% compliance with all written security policies, SOX procedures, and change management controls
• Follow all support documentation and standard operating procedures

Required Skills:

• BA/BS Degree in relevant technology-focused degree or 2+ years of experience in a desktop support function in a medium to a large enterprise environment
• Ability to balance multiple needs/tasks across various audiences
• Understanding of business processes and ability to translate business requirements
• Strong verbal and written communication and documentation
• Strong team player with customer success focused mindset
• Strong troubleshooting and problem-solving abilities
• Strong adaptability to change
• Must be self-motivated and able to work in a fast-paced environment

Preferred Skills:

• Polycom and Video Conferencing solutions experience
• Linux support experience
• Salesforce Certified Admin
• Knowledge of desktop security
• Experience with macOS, Windows, iOS, and Android

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Salesforce welcomes all.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Salesforce welcomes all.