• Technical Services Analyst

    Job Location(s) US-NJ-Florham Park
    Job ID
    2018-10542
    Job Post Information* : External Company URL
    www.teamexos.com
  • Overview

    EXOS helps people perform at a high level so they can achieve what matters most to them. Since our founding in 1999, we’ve become a leader in proactive health and performance, trusted by more than 150 clients, including corporations, academic institutions, health systems, sports organizations, the U.S. military, community centers, and residential communities. With award-winning facilities and spaces, technology, equipment, and services, EXOS connects people to the solutions they need and provides individualized plans based on time-tested fundamentals and research in order to help people take control of their health and performance.

     

    EXOS has been leading the way in workplace wellness for over two decades, creating evidence-based employee wellness programs for global companies across a number of industries. Our employer solutions come to life through a combination of wellness services, technology, fitness facilities, and performance staff, and are always within reach — online, via mobile apps, and through in-person coaching. Company leaders, including many from fortune 500 companies, trust our solutions and services to improve the health and happiness of their workforce, as well as their return on investment.

     

    Responsibilities

    We are currently seeking an individual to provide front line tier 1 support to both internal and external users via email, Internet, chat/IM and phone. Tier 1 provides (basic technical troubleshooting), i.e., receiving, assigning, escalating, resolving, tracking and reporting of customer technical issues.  Candidate will evaluate existing systems and business unit needs to recommend, and implement system changes.  This position may lead to additional growth opportunities. This person should be self-motivated and have strong communication, presentation, time management skills.  The ideal candidate will be exceptionally talented in customer service and customer satisfaction.

    Primary Responsibilities

    • Understand company's suite of technology products and support web-based products and services through email, Internet, chat/IM and telephone.
    • Interact with users and troubleshoots problems to provide a high level of customer satisfaction while meeting daily performance and quality goals.
    • Must be able to properly identify problems, research solutions, and resolve the issues or escalate to other technical staff.
    • Documents, tracks and monitors all problems in support ticketing tool to ensure resolution within designated SLAs.
    • Day-to-day management and administration of the Google Apps platform
    • Development and delivery of one-on-one and group training on the Google platform
    • Installation, configuration and maintenance of PC hardware and software
    • Provide smart phone support (email setups, app installations etc.)
    • Prioritize and respond professionally to user inquiries within designated time frame
    • Documenting and supporting business rules, procedures and protocol
    • Assists in continual maintenance and improvement of business units’ processes
    • Effectively use web-based tools, such as a defect tracking application, help desk ticketing application and project management tool
    • Participate in regular meetings with Technology department to communicate and resolve outstanding issues
    • Participate in after-hours projects and on-call support as required
    • Other responsibilities and duties as assigned by management

    Qualifications

    • Minimum Associate's degree or minimum 1 year of relevant working experience i.e. technical admin and basic IT
    • 1 year experience using Google applications (Gmail, Calendar, Drive, Groups, Sites, etc.); Certified Google Administrator preferred
    • 1 year experience using Microsoft products, including: Windows OS, Office, and Exchange
    • 6 months experience installing and using antivirus and other malware detection/prevention applications
    • Demonstrated ability to set priorities and follow through on tasks from assignment to completion
    • Excellent written, verbal and customer service skills, with the ability to explain technical terms to end users
    • Must be able to lift up to 50lbs

     

    Preferred Qualifications

    • Working knowledge of computer and network security concepts
    • Strong interpersonal and listening skills
    • Excellent analytical and problem solving skills
    • Ability to follow documented instructions from start to finish and quickly learn process
    • Proactive and creative, seeks to identify opportunities for process improvement and automation
    • Able to work independently or in a team environment, and pay close attention to detail
    • Ability to effectively communicate and collaborate remotely with a diverse range of people and projects
    • Positive attitude and enthusiasm
    • Ability to maintain a high level of professionalism when dealing with stressful situations
    • Ability to present product information and features in a clear and concise manner to a variety of users, including non-technical
    • Experience using the following desired but not required: Linux, GoToAssist, Samanage (or other ticketing system), IP phones
    • Industry-recognized certifications are considered a plus (Microsoft, Linux, Cisco etc...)

    We are an equal opportunity employer

    EXOS is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state, or federal laws. EXOS provides reasonable accommodation to employees and applicants for employment who have disabilities. You may request reasonable accommodation, in writing, by reaching out to our HR department at  : 

     

    Attention : EXOS Human Resources, Accommodations

    2629 E. Rose Garden Ln. 

    Phoenix, AZ 85050

     

    Learn more here:

     

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