Senior Analyst - End User Support

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. 

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. 

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. 

Senior Analysts are a valued member of the Managed Services team providing daily system support for desktop hardware, operating systems and applications, installation, and modifications. Troubleshoot system and end user problems, act as the primary contact for customers for monitoring and job scheduling of the customer environment, manage user accounts, perform limited desktop maintenance, research, and develop effective and logical solutions considering operational policies and information assurance requirements.

Responsibilities

• Accept and log customer calls
• Monitor events / notifications via the monitoring tools.
• Triage customer calls per specified severity levels
• Execute first attempt to resolve the customer call
• Refer customer call to the appropriate level two/three support group
• Track the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA)
• Update the customer call record or incident ticket as required
• Escalate customer calls to the appropriate management level when thresholds are violated
• Close customer calls and tickets upon completion
• Communicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA.
• Perform account management services – User Account creates/disables/terminations/name changes, etc
• Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
• Distribute daily turnover reports to customers as needed
• Communicate response times for dispatched tickets to the customers
• Manage service requests ensuring adherence to SLA
• Assist with cross training of Service Desk team members as needed

Skill & Experience

• 6+ year’s technical helpdesk or technical call center experience required
• CompTIA A+ certification preferred
• Hands-on work experience with the following:
• Windows Operating Systems
• MAC Operating Systems
• Proficient knowledge of Active Directory, O365
• User account management for Active Directory,
• O365/Exchange Mailboxes, Distribution lists
• Remote desktop connectivity
• MS Office suite (Word, Excel, PowerPoint, Outlook, Project, and Visio)
• Internet browsers (Edge, Chrome, Firefox)
• VPN and remote dial-in user issues
• 2-factor authentication, soft tokens
• Support for laptop, desktops, and printers
• Smartphone support
• Execute basic queries and administrative tasks for MS SQL, helpful

Additional Requirements

• Enjoy providing excellent customer service
• Working knowledge of troubleshooting remote access issues
• Excellent verbal and written communication skills (active listening skills)
• Ability to articulate and speak with clear voice
• Ability to understand the Customer’s business objectives
• Ability to understand and accept that the Customer’s issues affect the business
• Enjoy problem solving
• Must have empathy with end users
• Team player
• Professional code of conduct
• Ability to deal with stress
• Experience with remote monitoring and management a plus

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include: 

- Medical, Dental, and Vision Insurance 

- 401(k) 

- Paid company holidays 

- Paid time off 

- Paid parental and caregiver leave 

- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.