Technical Support Analyst
Exact Sciences Corporation
- Madison, WI
- $50,000-81,000 per year
- Permanent
- Full-time
- Provide technical support with heavy emphasis on excellent customer service and methodical troubleshooting of IT related problems for onsite/remote users; including, but not limited to, software/hardware, such as mobile phones, laptops, PCs, and printers.
- Ticket queue management using ServiceNow.
- Perform extended or complex troubleshooting and participate in root cause analysis.
- Provide input on improving existing processes.
- Own incidents and follow through on behalf of the user, communicate progress in a timely manner, and keep user informed.
- Participate in recurring IT Support and Global Service Desk meetings and conference calls and provide input on how to improve customer satisfaction.
- Participate in IT and cross-functional team projects as a key resource for deploying, maintaining, and upgrading end user devices while focusing on customer experience.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Provide Audio and Visual conference room support and training for all onsite conference rooms.
- Act as point of contact for specific customer groups.
- Strong documentation skills and knowledgebase article management.
- Basic presentation skills; ability to present in small groups.
- Excellent communication skills with heavy focus on customer excellence and service delivery.
- Excellent organizational and time management skills.
- Self-motivated achiever who gains satisfaction from providing excellent customer service.
- Ability to apply analytical and critical thinking.
- Ability to work independently with little oversight and direction.
- Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
- Support and comply with the company’s Quality Management System policies and procedures.
- Regular and reliable attendance.
- Ability to work nights and/or weekends, as needed.
- Ability to lift up to 25 pounds for approximately 25% of a typical working day.
- Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 80% of a typical working day.
- Ability and means to travel between local Exact Sciences’ locations.
- High School Diploma or General Education Degree (GED).
- 2+ years of previous IT Service Desk and/or call center experience.
- 2+ years of experience using and troubleshooting Outlook within a network environment (i.e., permissions, calendar sharing, delegation, etc.).
- 2+ years of Incident Management experience; including business expectations and company- communications.
- 2+ years of experience working with Microsoft based operating systems, with emphasis on Windows 10 and O365 suite of applications.
- 1+ year of experience with OKTA end-user administration or relevant technology.
- Professional working knowledge of active directory, creating user accounts, resetting passwords, creating groups, and security group administration.
- Proficient with Audio/Video technologies.
- Strong grasp of basic security principles and practices as it pertains to a business environment.
- Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
- Authorization to work in the United States without sponsorship.
- Experience using ServiceNow for IT Service Management.
- Experience supporting remote employees.
- Experience in healthcare or biotechnology.
- ITIL/HDI training and certification.
- Microsoft SCCM and Windows 10 expertise.