Advantage Solutions Sr Analyst I Technical Supp in Boston, Massachusetts
The Technical Support
Sr Analyst 1 is the primary source of Tier 2 computer and other technology support for ASM associates and may sometimes assist external clients with access to ASM systems. Support largely includes remote, phone and web-based helpdesk support, as well as some in-person support of associates in the Sr Analyst I Technical Support's assigned office. This is a Tier 2 technical support position. The successful candidate is expected to have advanced troubleshooting skills and the ability to utilize multiple resources to determine the final resolution to technical support issues.
Advantage Sales & Marketing, LLC is proud to be an Equal Opportunity Employer
Advantage Sales and Marketing, LLC (ASM) is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. ASM services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.
The Sr Analyst I Technical Supp.1.0 is the primary source of Tier 2 computer and other technology support for the Company associates and may assist external clients with access to ASM systems. Support largely includes remote, phone, and web-based helpdesk support, as well as some in-person support of associates in the Sr Analyst I Technical Supp.1.0’s assigned office. This is a Tier 2 technical support position. The Sr Analyst I Technical Supp.1.0 is expected to have advanced troubleshooting skills and the ability to utilize multiple resources to determine the final resolution to technical support issues.
Essential Job Duties and Responsibilities
Systems Maintenance, Management, and Repair
Maintain a high customer service level through assisting end users (both internal and external) with systems, software applications, and other technical-related issues.
Assist internal and external customers remotely over the phone, through email, and other communications media. Use remote desktop support software to view and interact with the remote user’s computer or mobile device.
Repair/install/maintain PC and mobile device hardware and software as needed to ensure user productivity.
Engage in in-depth research on technical issues to assist associates, external customers, and other Technical Support Analysts.
- Ensure PC communication and connectivity to LAN/WAN, including connectivity to servers, printers, and the Internet are current and working.
- Enter and manage helpdesk tickets to document work for all services provided.
This position does not have supervisory responsibilities for direct reports
This position does not have guidance or mentoring responsibilities for indirect reports
Travel and/or Driving Requirements
- Travel and Driving are not essential duties or functions of this job
T he following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job
(Required): Associate's Degree
(Preferred): Bachelor's Degree
Field of Study/Area of Experience: Information Systems, A+ certification is required, and Network+ certification is a plus.
- 3-5 years of experience in customer service is required.
Skills, Knowledge, Abilities, and Software/Tools
Excellent customer service orientation
Strong written communication and verbal communication skills
Ability to understand and follow specific instructions and procedures
Ability to ensure a high level of service and quality is maintained
Knowledge of the following communication and connectivity systems required: Microsoft TCP/IP, networking protocols, network printing / printer troubleshooting, file sharing, Internet application connectivity
Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
Environmental & Physical Requirements
Office / Sedentary Requirements
Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time, ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds. A detailed Environmental and Physical Requirements document is available in the Total Rewards department.
Additional Information Regarding ASM Job Duties and Job Descriptions
Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. ASM reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. ASM shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.
Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes. Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.
Are you passionate about Service Excellence, Results, Integrity, Entrepreneurial Focus and Leadership: These are our values at Advantage Sales & Marketing, LLC. Come learn why “Winning Together” is more than just words on a piece of paper. It is the vision by which we live our mission as an organization: "To create outstanding value for clients and customers through superior sales execution, operational excellence and innovative marketing services."
Advantage Sales & Marketing, LLC is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, ASM shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.
Advantage Solutions will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance. All of our positions require the satisfactory completion of a background check. Please be aware that acknowledging or having criminal convictions does not constitute an automatic bar to employment. Factors including, but not limited to age and time of the offense, seriousness and nature of the violation, and rehabilitation will be taken into account.
Job Locations US-MA-Boston
Position Type Full Time
Postal Code 02114
Requisition ID 2017-126765
Category Professional: (IT, Finance, Legal, HR, Talent Acquisition, Administrative, Customer Service)