About Warner Connect: We Make IT Easy. Warner Connect offers managed cloud computing services for IT Infrastructure, Voice & Data Connectivity, Productivity Software, web services for small to medium sized companies who want to focus on growing their business, not on buying and managing new hardware and software. We're 100% local with all of our staff and service locations right here in Minnesota. Our IT Consulting and outsourcing services help our customers save time and money. We provide everything a company needs for Applications, Infrastructure, Communications and IT Management. We provide an easy, reliable and hassle-free single source for buying and managing technology, including predictable pricing and standardized packages with all the hardware, software and services you need -- without the high cost and headaches.

A Support Analyst candidate will provide technical support and consulting by phone to our internal and external customers. Employees will provide a high level of service and professionalism with customers and internal leadership alike. The Support Analyst thrives in a fast paced environment and has a strong sense of urgency. He or she is quickly able to determine if they are able to solve a customer’s problem, or escalate to the next tier while capturing customer interactions and troubleshooting simultaneously. The support Analyst works well independently as well as a collaborative member of a team.

(25%) Provides first and second tier troubleshooting, diagnosis, and timely resolution to customer inquiries, questions and issues; Creates customer ticket in AutoTask, determines ticket criticality and assigns and prioritizes tickets based upon user inquiry or issue. Ensures all tasks are brought to resolution and completion and communicated to team mates and leadership as needed. 

(15%) Responds to, and troubleshoots tickets relating to user email; runs repairs, deletes and adds profiles, and checks settings in Outlook and user account in Exchange. 

(15%) Responds to and researches client specific and unique software issues and inquiries; Investigates previous client tickets, and uses deductive reasoning and all available resources to resolve. 

(15%) Responds to and solves Citrix issues pertaining to permissions, ‘stuck sessions’, loading issues, and VPN connectivity. Escalates Citrix issues to Systems and Sr. Systems Engineers as needed. 

(10%) Troubleshoots Cisco Voice inquiries pertaining to, voicemail password, activation and deactivation, transferring of extensions and ongoing technical support. Escalates Cisco tickets to Network Engineers as needed.

(5%) Creates new user accounts including in Active Directory, Exchange, grants permissions, creates network profiles and drives, and configures voicemail and extensions. 

(5%) Responds to network sign-on issues; including recreating profiles, and user accounts if corrupted. 

(5%) Responds to and solves VPN customer issues; checks for server address, troubleshoots username and password, performs installs and uninstalls for client application. 

 (3%) Provides on-call, 24/7 emergency response approximately once per month. 

 (2%) Partners with Warner Connect and customer vendors such as HP, Sage, Metro Sales and others communicating ticket information and customer details, deploying vendor technician to client site as needed. 

Other duties as assigned.

3+ Years Service Desk and Customer Service Experience 

3+ Years supporting Windows desktop operating systems (XP and above) 

2+ Years supporting Windows Server and Active Directory 

2+ Years supporting Windows XP, Windows 7, Windows 8, Mac OS X 

2+ Years supporting Windows Server 2003, 2008 

2+ Years supporting Active Directory and Exchange 

2+ Years supporting Android and iOS 

 2+ Years supporting Microsoft Office suite, 2003-2013 

Demonstrated work experience with verbal and written communication skills 

Exceptional professionalism and customer service through presentation of ideas and explanations of technical concepts in a user-friendly language to a variety of audiences. 

Strong problem solving and troubleshooting skills. 

Written and spoken English 

Valid Driver’s License

Candidates must be local to Minneapolis / St. Paul area and available to interview in person. We are unable to sponsor work visas or support EAD/OPT at this time

. Warner Connect offers competitive health, dental and vision benefits along with a 401K match, cell phone and mileage reimbursementon will be kept confidential according to EEO guidelines.