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Sr. Support Analyst , Level 3 | CDC Labs

Sr. Support Analyst , Level 3

Sr. Support Analyst , Level 3 – Ontario

Primary Job Description and key responsibilities :
The roll of Sr. Support Analyst is to provide Level 3 support in conjunction will all prescribed Company’s IS policies and procedures for the customers located primarily at the Ontario, CA location. There will be occasional remote responsibilities, as needed, for the other LA Basin Company’s Sites.

Support will include but not be limited to: problem and troubleshooting resolution across multiple platforms (Windows and Mac OS’s), Cloud Services (Telephony, storage, Office 365, etc.), VDI support, asset management, “front end” edge switch/network support, printer/MFC support, VIP/High Touch user support, video conference, cellular/mobile device support, etc.

This candidate is expected to work with, and in support of, all other local and transversal/global IT teams including but not limited to: Telecom, Risk Management, Security, Applications, Server, Mobile Device Management partner, and our off shore Level 1 and Level 2 remote Helpdesk partners. Candidate will provide Level 3 support and technical expertise to all customers at the company’s Ontario location and all the end user community in general, remotely, as needed.

Candidate will need to cross train with other team members as directed by management to help enable the entire team’s ability to support multiple customers at multiple locations within the
L.A. Basin.

This candidate requires the soft skills which allows interfacing with customers of all levels and the ability to instill confidence and maintain calm under occasional high stress situations. This candidate needs to have desire and ability to learn/grasp new concepts easily and learn on the job.

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