Technical Analyst

Must be fluent in English and French

Key Responsibilities:

• Responsible for technical analysis and troubleshooting of end-user technology issues for Paris;
• Respond to associate service calls – via various permitted communication channels like emails, phone calls, tickets, walk-ups, etc. - to troubleshoot and resolve those problems.
• Work with end users to identify and resolve issues with computer hardware and software;
• Work hand-in-hand with end users, ensuring end user satisfaction;
• Document instances of hardware failures, repairs, installations, and removal utilizing ITSM;
• Maintain up-to-date knowledge of hardware and software specifications;
• Provide training on computer operation and other issues to end users;
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation or laptop hardware, connected peripheral devices, and supported mobile devices, associated workstation software;
• Conduct audits of unlicensed software;
• Perform analysis, diagnosis, and resolution of complex computer problems for a variety of end users and recommend and implement corrective hardware solutions;
• Collect and report inventory of all monitors, computers, printers, scanners, and other equipment;
• Monitor and test computer performance and provide computer performance statistics and reports;
• Construct, install, and test customized configurations based on various platforms and Operating Systems;
• Act as a liaison with third-party support and hardware / software vendors;
• Participate in equipment refresh tasks as necessary;
• Basic Telecommunication, Networking, and Audio/Video Support/Troubleshooting.

Skills and Qualifications:

Education and Experience

• Bachelor’s degree (BA/BS) from four-year college or university in Information Systems or Computer Science.
• 2+ years of relevant experience in technical support position.

Soft Skills

• Must demonstrate strong verbal and written communication skills
• Results-driven

Hard Skills and/or Abilities

• Experience with: Windows Operating System, Windows Configuration Management, Desktop/Laptop Deployment, Microsoft Intune administration, technologies used in End User Computing, Windows Administration, software package testing.
• Mobile Device Management.
• Good understanding of LAN/WAN networks and Audio / Visual technologies.

Preferred Qualifications

• An ideal candidate would also have the following qualifications, or equivalent skills: Microsoft Certified. CompTIA Certifications (A+, Network+, Cloud+, Security+, Server+). Familiarity with Zendesk and/or other Help Desk ticketing system.