Client Services Analyst

Under the general direction of the Client Services Manager, this position provides a variety of support to clients and stakeholders by responding to their technical requests, troubleshooting their technology-related issues, elevating issues when necessary, and providing exemplar customer service.
 

Essential Functions
• Assist clients, telephonically & electronically, with their cloud and on-premises technology systems
• Understand, identify, triage and troubleshoot client environments utilizing Remote Access/Remote Desktop programs
• Provide consultation services to clients using Remote Access programs
• Elevate client issues as appropriate to other departments within organization
• Participate in call center functions including client meetings, team meetings, and training exercises
• Remain current on relevant certifications
 

Non-Essential Functions
• Continual learning and improvement
• Provide help-desk support for employees
• Practice time management
• Other duties as assigned
 

Knowledge, Skill & Ability Requirements
• Intermediate knowledge of Microsoft Windows computing environments, Mobile Device Management Azure AD, and Microsoft 365
• Intermediate knowledge of computer system and network functions
• Intermediate knowledge of computer security
• Exceptional follow-through and attention to detail
• Excellent oral and written communications skills
• Ability to work independently and with a group
• Ability to work with diverse groups of clients and stakeholders
• Ability to work in a fast-paced environment with changing deadlines and needs

​Qualifications

• Three years’ experience in customer service or related field
   
• One years’ experience at the Analyst I level, or equivalent
   
• Associates degree in computer science, information technology, or related field (a combination of education and experience may be substituted)
   
• Completion of Service Desk/Call Center Training (or within three months of hire)
   
• Relevant professional certifications preferred

Physical Demands
The physical demands described here refer to the typical level and duration of physical exertion required to perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
During the performance of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, talk, and hear. The employee is regularly required to stand, walk, stoop, kneel, and crouch and must occasionally lift and/or move up to 20 pounds. The vision requirements of this job include close vision and, the ability to adjust focus.

Work Environment
The work environment here is typical of an office environment and representative of those activities an employee might encounter while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.

Alasconnect is an Equal Opportunity Employer. Alasconnect offers competitive compensation, health insurance, 401(k) plan, annual leave, and more. A complete job description is available upon request.