ICDS Analyst I

Company : Asurion, Llc

Job Type : Full Time

Nashville

Number of Applicants

000+

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Job Description - ICDS Analyst I

Title: ICDS Analyst 1
Location: Smyrna, TN (Onsite Monday-Thursday, day shift)

Primary Function:

End User Support Analysts provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.

Responsibilities:

Efficiently categorize, prioritize and diagnose incidents and service requests received via ticketing system

Prioritizes own workflow to meet deadlines as assigned by the leadership team

Provides technical assistance to end-users and/or guidance to acquire resolution within established SLAs

Efficiently images, installs, tests and maintains desktops, laptops, thin-client terminals, peripherals, printers and multiple desktop applications

Proactively contact end users with follow-up telephone calls, IM or Email messaging or direct personal interaction

Establishes a proficiency in the applications, system interface, tools, and processes within the department's scope

Develops proficiency in the business support processes that drive the applications within the department's scope

Participates in small and large scale PC-related projects

Coordinates and performs PC equipment moves as requested by Facilities management

Collaborates with Asset Processing team to manage hardware and software inventory

Creates, maintains, and adheres to required departmental SOPs as assigned by the leadership team

Assists Service Desk Analysts with technical service request escalations

Provides hands-on support for Engineering and System Admin teams, as requested

Participates in on-call support rotation, including additional night and/or weekend hours

Available to travel, as requested

Minimum Requirements:

1-2 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

High school Diploma 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

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About the Company

Asurion, Llc

Administrative Project Specialist POSITION OVERVIEW The Administrative Project Specialist supports deployment and adoption of modern productivity tools, including AI solutions, Slack, Notion, Loom, Figma, and other tools as applicable. The role coordinates onboarding, workshops, and training, ensuri...

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ICDS Analyst I

Job Description - ICDS Analyst I

About the Company

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