Analyst, Technical Support at Wizards Of The Coast

The Technical Support Analyst position maintains, analyzes, troubleshoots, repairs desktop and laptop computer systems and related hardware peripherals. Additionally, the Technical Support Analyst is responsible for documenting, maintaining, upgrading or replacing hardware and software systems. The Technical Support Analyst has knowledge of commonly used concepts, practices, and procedures within the Mac or PC technology support fields. The Technical Support Analyst supports multi-departmental initiatives. The position plays a strong role as a resource to either Mac or PC end-user clients. The Technical Support Analyst is responsible for leading local projects through to completion.

DAY TO DAY RESPONSIBILITIES FOR THIS WIZARD

Client Support:

• Strong people and communication skills. Able to provide support at all levels of the organization
• Provide home client computer support (if fits business requirements)
• Write detailed documentation for technical solutions for IT peers
• Virus protection and removal
• Software patching/updates testing and installation
• Maintain accurate asset records
• Provide support for mobile devices, printers, a/v and conferencing, software & hardware issues

• Setup of client level VPN’s
• Uses cable testers to detect port speeds and verify network integrity
• Ability to set IP addressing
• Break\Fix network connectivity issues

• Software installation, Break/fix
• BETA test software
• Provide software solutions and recommendations through research and existing tools
• Roll out of new equipment
• BETA test hardware and report findings

• 3 to 5 years’ field experience in help desk or desktop support preferred.
• Working knowledge of the following applications: Microsoft Office, Office 365, Skype for Business, Sharepoint, Active Directory, SAP, Windows 7, 8, 10,Mac OSX, Adobe Suite
• Dell or Apple Certification
• Desktop
• Printer
• Laptops
• Basic Network support (patching, switches, drops, wifi)
• Service-now or similar ticketing system experience
• Familiarity with ITIL practices

• Ability to work effectively with diverse groups of people.
• Develop help/tutorial handouts for CBT (computer based training), WBT (web based training) and class-based training.
• Ability to troubleshoot issues pertaining to Mac, Windows PC’s, printers, mobile devices
• Configure audio and video meetings across multiple technologies (Skype, WebEx, Avaya)
• Strong knowledge of RAM upgrades, hard drive installation, new equipment and software set up, printer configuration