Exact Sciences Corporation

Technical Support Analyst I

Job Locations US-AZ-Phoenix
Req No.
2020-6462
Category
IT
Type
Regular Full-Time

Summary of Major Responsibilities

The Technical Support Analyst I position at Exact Science is an opportunity for an individual to obtain hands-on experience in a dynamic environment. The position requires both technical and exceptional interpersonal skills.

Essential Duties and Responsibilities

  • Tier 1 technical support with emphasis on excellent customer service and methodical troubleshooting of IT related problems for onsite / remote users. (Software /hardware, such as Mobile Phones, Laptops, PCs and Printers, etc.).
  • Ticket queue management using ServiceNow.
  • Perform basic troubleshooting and participate in root cause analysis.
  • Provide input on improving existing processes.
  • Ownership of user problems and follow-up on status of problems on behalf of the user and communicate progress in a timely manner.
  • Participate in recurring Global Service Desk meetings and conference calls and provide input on how to improve customer satisfaction.
  • 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.
  • Excellent documentation skills and knowledgebase article management.
  • Ability to prepare and deliver effective presentations.
  • 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 work well in a team environment.
  • Considerable periods of time may be spent communicating verbally and in various written forms including presentation material and email with other people.
  • 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 and punctual.
  • Ability to work designated schedule.
  • Ability to work nights and/or weekends as needed.
  • Ability to lift up to 25 pounds for approximately 10% 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 Redwood City locations.

Qualifications

Minimum Qualifications

  • Bachelor’s degree in Information Technology, Engineering, or related field; or High School Degree/General Education Diploma and 4 years of relevant experience in lieu of Bachelor’s degree.
  • Demonstrated knowledge of Microsoft based operating systems with emphasis on Windows 10 and O365 suite of applications.
  • Demonstrated working knowledge of basic User & Security Groups and Active Directory administration.
  • Basic knowledge of active directory; creating user accounts, reset passwords, create groups, etc.
  • Basic knowledge of Okta end-user administration.
  • Demonstrated ability to perform the Essential duties of the position with or without accommodation.
  • Authorization to work in the United States without sponsorship.

Preferred Qualifications

  • 2+ years of previous IT Service Desk and/or IT Support experience.
  • 1+ years of managing incidents including business expectations and company-wide communications.
  • Documentation Skills and Knowledgebase Article management.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.

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