The IT Support Analyst III TDB provides first-line support to end-users and employees on technical issues related to application, networks and infrastructure.

Essential Duties and Responsibilities:

  • Respond to support requests from customers via phone, ticketing system, and email
  • Accurately and efficiently assess the customer’s request to determine severity & priority
  • Define, research, and resolve or escalate customer issues in a timely and accurate manner (including routing non-technical issues appropriately)
  • Provide prompt and timely updates to customers, colleagues, and management on outstanding issues
  • Adhere to Support Center processes and procedures, contribute to growing/updating the knowledge base
  • Act as liaison between customers, colleagues, management, and other non-technical CPI departments
  • Other tasks, duties, and responsibilities as business needs dictate, conveyed by supervisor(s)

Job Requirements:

  • Must be ready, willing, and able to work 1st, 2nd, and 3rd shift as the schedule rotates through the year (1st shift: 8am-4pm, 2nd shift: 4pm-12am, 3rd shift: 12am-8am)
  • Must be able to work weekends – the Support Center at CPI is a 24/7×365 department
  • Must work in CPI HQ – this role is not eligible for any WFH
  • Must be able to access customer sites (access granted by each customer)
  • Ability to lift 50lbs

Education Requirements:

  • High School Diploma required
  • Associate’s/Bachelor’s Degree preferred

Experience Requirements:

  • Capability to understand and learn XML/HTML/Linux/Unix and other technologies
  • Strong communication skills, punctuality
  • 1-2 years of IT Support experience is preferred