Qualcomm IT Support Analyst, Sr. in United States

Job Description:

Job Id

N1965106

Job Title

IT Support Analyst, Sr.

Post Date

07/18/2018

Company


Division

Qualcomm Incorporated


Information Technology

Job Area

Information Technology

Location

United States

Job Overview

ITSD is looking for a candidtate who will work in a support environment. The primary responsibilities of this role are as follows:

Provide an advance level of computer support services to Qualcomm employees in all domestic and international office locations. Sr. Analysts are expected to consistently perform duties and responsibilities with minimal supervision.

Assist analyst in troubleshooting customer issues in real time. Will receive hot handoff from analysts as needed.

Acts as group lead in the absence of management when issues arise. Coordinate the actions of IT Support Analysts if a specialist is not available, notifies management of issues, sends out appropriate communication to Qualcomm employees and maintains communication with management staff concerning issues.

Responsible for creating and deploying mass communications(Qualnet Alerts, Environmental Messages, Corporate Email, Coordinating MINC notifications with ITOC and escalations from analysts)

Collaborate with peers, management, and various escalation groups to troubleshoot and resolve customer issues

Review Knowledge Base submissions with KM team for accuracy and technical viability. Responsible for creating new articles based on need and feedback from Analysts.

Will attend/lead projects approved by management

Review and update ITCS training documentation (to be decided by specialists/management)

Monitor analyst calls when directed by management

Provide recommendations to management concerning interviews, rollovers and promotional readiness

All Qualcomm employees are expected to actively support diversity on their teams, and in the Company.

All Qualcomm employees are expected to actively support diversity on their teams, and in the Company.

Minimum Qualifications

High School Diploma

3+ years experience in IT-related area.

2+ years experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging)

Preferred Qualifications

-Experience with Windows based OS's, UNIX, MAC, Linux or Android.

-Ability to troubleshoot driver, folder and file issues.

-Serving as first point-of-contact for employees on technical issues, as well as be the primary escalation point for the tier 1 team.

-Providing a high level of service via Phone, Chat or email. Strive for First Contact Resolution on all technical matters.

-Coordinating with partner teams to provide a satisfactory resolution when an escalation is necessary.

-Promoting and maintain high-quality technical support standards within the IT Service Desk.

-Proven history of practical experience in the computing industry and corporate service-desk environment.

-Must have a working knowledge of call center phone systems, CRM, KB and Active Directory.

To perform this job successfully, an individual should be able to perform each essential duty at an advanced level. The requirements listed below are representative of the knowledge, skill, and/or ability that are preferred:

-Good verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.

-Experience troubleshooting customer installation issues of the company Software on supported Microsoft Windows operating systems due to windows configuration issues.

-ITIL Foundations V.3 and Help Desk Institute Certifications a plus.

-Understanding of iPhone and Android environment and the phone settings that may affect the behavior of an application.

Education Requirements

High School Diploma required

Bachelor's degree (B.A. or B.S.) from four-year college or university preferred; Technical Support or Customer Service related experience and/or training preferred; or equivalent combination of education and experience.

EEO employer: including race, gender, gender identity, sexual orientation, disability & veterans status.