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Information Systems & Technology
1700169 Requisition #
Thanks for your interest in the Analyst, Tier I Support position. Unfortunately this position has been closed but you can search our 107 open jobs by clicking here.
Support analysts provide first-level technical support to TriNet colleagues and clients via phone, e-mail, chat, in-person, and via remote assistance applications. Support analysts process incoming support incidents via a ticketing system and process according to knowledge base articles, documented processes, and technical knowledge. In order to provide first-level technical support, support analysts are expected to be well-versed in a variety of hardware and software platforms and must be capable of troubleshooting issues and determining the appropriate resolution. Whenever possible, the support analyst will resolve issues as the first contact. However, in some cases, the support analyst will be required to escalate to the appropriate secondary individuals and teams.

Essential Duties & Responsibilities
• Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to business users and in-turn our clients.
• Provides support for all Information Technology products and services as well as all TriNet applications. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
• Determines the most effective manner to resolve customer's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with senior and management staff as well as other teams when necessary.
• Records required information in the appropriate ticketing systems. Updates records with in-depth information about work performed and documents resolution information accurately upon closure.
• Performs follow-up with end-users to ensure solutions provided meet their needs.
• Escalate to second-level support individuals/teams when required.
• Adhere to published SLAs for response and resolution times.
• Follow documented escalation process when a business escalation is received to ensure timely resolution to issues.
• Grant and remove access to new-hires, internal promotions/changes, and terminations.
• Develop and document solutions to known issues in the team knowledgebase.
• Develop training for team members and other internal colleagues.
• Actively participate in team and company projects as assigned.

Job Requirements & Qualifications
• Education:
AS in Computer Science, Engineering, Math or Science required; BS degree preferred.

• Experience: 1 - 2 years of applicable experience in a technical support role preferably with some experience working in a call-center environment or a desktop support role.

Licenses and Certificates: Differs per role (may include the following: CompTIA A+, Microsoft Certified Solutions Expert, ITIL, ServiceNow, Cisco CCNA).
• Demonstrated ability to analyze complex problems and resolve them using both documented and non-documented solutions.
• Work with minimal supervision to adhere to documented department and company goals/SLAs.

Other Knowledge, Skills, & Abilities
• Must be able to learn and support new and quickly-changing technologies.
• Ability to research solutions or information regarding technical issues.
• Excellent interpersonal and presentation skills.
• Able to multitask, prioritize, and work well under pressure and in high-stress situations.
• Familiarity with a wide range of hardware and software products.
• Outgoing in nature with a high energy level.
• Detail oriented.
• Must have a good command of the English language in order to provide effective support both in-person and remotely.
• Ability to make decisions quickly and without always having documented answers to questions.
• Ability to remain organized, on-task, and manage time efficiently.
• Solid team-level presentation, verbal and written communication, and facilitation skills; Ability to communicate with employees at all levels of the organization; Excellent interpersonal skills.
• Strong analytical, problem solving, communication and relationship building skills
• Strong collaboration skills. Works well in a team environment where team members may be distributed (not collocated)
• Solid multi-tasking skills - concurrent work streams and tasks
• POISE ambassador - values in work assignments and business relationships (already in SuccessFactors).

Technical Knowledge, Skills, & Abilities
Beginner to intermediate knowledge of:

• PC and Apple laptop/desktops
• Microsoft Windows operating systems
• Apple operating systems
• Microsoft Office products
• Adobe products
• Android, Windows, and iOS mobile devices
• Modern web browsers including Internet Explorer, Chrome, Safari, and Firefox
• Wired and wireless networking including networking protocols
• Enterprise print hardware and software
• ServiceNow
• PeopleSoft HRMS
• PeopleSoft CRM
• PeopleSoft Financials
• Oracle SQL
• Common web languages including HTML. PHP, and CSS

Work Environment & Other Information
• Minimal Travel Required. Travel limited to training, occasional team meetings, and projects.
• Ability to type quickly (50+ WPM) and for long periods of time.
• On call after hours and weekend support is required, as needed. On-call shifts are one week at a time rotating amongst the team. Typically once every 12-14 weeks.
• Collaborative and inclusive work environment with opportunities for personal growth.
• Professional, pleasant, and comfortable office setting.

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