Position: Proactive Support Analyst

Location: 100% remote (end client is in Los Angeles)

*** This is a 1 year W2 hourly contract*** Must be a US Citizen or GC Holder. NO VISA OR C2C ALLOWED

Job Summary:

This position is responsible for proactively monitoring and analyzing the endpoint environment, identifying potential issues, proactively remediating moderately complex issues, recommending proactive remediation/automation solutions, conducting root cause analysis, and suggesting script customization to address deficiencies in the endpoint environment impacting the user experience.

Minimum Qualifications:

• Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field
• 3+ years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.
• Minimum three (3) years’ experience in an endpoint support and/or system administration role.
• Minimum three (3) years’ experience with Nexthink DEX management platform.
• Minimum three (3) years’ experience troubleshooting complex IT issues

Major Responsibilities / Essential Functions:

• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.
• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.
• Assists with efforts to analyze and prioritize incoming requests and alerts.
• Provides second level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).