Job Summary

The Customer Service Technical Analyst will provide technical support for all software, hardware, and network related problems by performing problem diagnosis while guiding users through step-by step solutions in a call center environment.  Technical analysts will develop technical skills for any assigned services as well as learn how supported services and systems integrate throughout the IT environment.  They will need to clearly communicate technical solutions in a user-friendly, professional manner and provide one-on-one end-user training as needed.  This role will provide the technician an opportunity to not only learn new technologies, but also receive advanced training in areas that they want to explore. 

Location – Can office out of any UFP Location (Except for Colorado locations) 

Principal Duties and Responsibilities

Provides all levels of support for all business systems related to the UFP InfrastructureResponds to customers quickly and thoroughly troubleshoots issues until completion or escalationContinuous development of diagnostic and technical skills that aligns with the ever-changing IT environmentDocumentation of incident resolutions as well as contributing to the IT knowledgebaseWorks with department personnel and team to coordinate project activitiesIdentify opportunities for process improvement and collaborate with other departments to coordinate and implement new processesProvide occasional after-hours support on a rotational basis with other team membersPerforms other duties as required

Qualifications

Bachelor’s degree in IS/IT related program preferredITIL certification/experience is preferredExperience with the following is preferred:Windows 7/10/11CitrixMicrosoft Office suiteActive DirectoryServiceNowRemote DesktopNetworked printers and copiers

The Company is an Equal Opportunity Employer.