Title: Desktop Support Analyst 1

Location: Sterling, VA

Primary Function:

Asurion Internal Customer Desktop Support Technicians provide technical support to local and remote customers via telephone, email, interaction &/or with remote access resources daily, relying on experience and established procedures to analyze and resolve technical support incidents and problems. In doing so, we realize that technology is what drives our external business, and the people are who support it. Providing first class customer service to our internal employees is what keeps our business healthy and our employee experience positive.

Responsibilities:

Troubleshoot or escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved

Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end users to receive support and maintenance within the organization’s desktop computing mobile devices and application system environment.

Utilize excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of IT procedures, products, and services.

Using performance reporting and user analysis to identify appropriate user training initiatives to ensure the highest levels of knowledge and adoption of technology in relation to the software and systems that Asurion utilizes.

Act as a stakeholder for driving enhancements and improving support for all EE.

Drive internal communication and priority within the business and Asurion Corporate headquarters to ensure consistency across the EE Organization.

Project manage specific IT components related to operational goals (Hardware installations for new offices, office relocations, mergers & acquisitions, New Product Introductions).

Available to travel to other Asurion locations regionally to support offices and wider EE teams.

Ability to provide engaging, informative, well-organized evidential feedback where required.

Observe and comply with Asurion’s policies and procedures for Health and Safety at Work and Equality and Diversity. Continually promote equal opportunities, health and safety and customer care in compliance with organizational aims and objectives.

Develop and nurture strong customer relationships with key business stakeholders to identify strengths, weaknesses, opportunities, and threats for Asurion.

Provide customer service expertise that is an example to the rest of your team in how to deliver customer focused service and constantly drive improvements in the ‘customer experience.

Minimum Qualifications:

1+ years of PC hardware/software technical support experience

Minimum 2 years of networking, voice/data cabling, telecom and Audio/Visual experience

Minimum 2 years of experience supporting mobile devices

Excellent customer experience, communication, and collaboration skills

Strong detail orientation and organizational skills

Ability to lift IT equipment, up to 50lbs, including desktops, printers, server racks, blades and UPS

Works well in high pressure situations and with multiple task assignments

Associates Degree or equivalent work experience

Preferred Requirements:

1-2 years of advanced software support experience (examples: Microsoft, Apple, Oracle, Putty, etc.)

1-2 years Networking, Server and Telecom support experience

Technical Certification (examples: CompTIA, CCNA, Microsoft, etc.)

Associates degree a plus