Support Provisioning Analyst

Description & Requirements

As a Provisioning Support Analyst, you will provide provisioning services out of the Enterprise Depot. These professionals are responsible for warehousing equipment and distribution services of firm hardware which includes workstations, laptops, tablets, mobile devices, and peripherals. Responsibilities also include user account provisioning which is the process of granting privileges and permissions to users or groups based on their role. It also involves the creation, modification and deletion of user accounts and permissions. This position also requires maintaining up to date records and status of configurations items within the service management system.

How will you contribute:

• Maintain a courteous and professional manner when interacting with Forvis Mazars personnel
• Achieve and maintain high quality in work, client relations and team relations
• Meet performance metrics and standards
• Adheres to written procedures, checklists and all quality control associated with project deployments
• Ability to retain and protect confidential material
• Direct requests and unresolved issues to their manager
• Deliver excellent customer service by phone, email, instant messaging, and video conference
• Record details of actions taken inquiries, comments, and complaints
• Follow up on end-user interactions
• Responsible for keeping the end user informed of status of their ticket and to set realistic expectations
• Equipment received and shipped from the depot must be validated, inspected, inventoried, and recorded into ITAM (IT Asset Management)
• Provision boxes, packaging material and shipping labels for users to send old eplaced equipment to the depot
• Image Windows based systems following written process and guidelines
• Ensure each system is encrypted to the standards of FTS Risk and Compliance guidelines before deployment from depot
• All equipment sent back to the depot from user shall be refurbished for reutilization purpose
• Coordinate with user to complete PC migration before deploying laptops to destination
• Prepare and clean systems that need to be retired or returned to leasing vendor

We are looking for people who have Forward Vision and:

• Excellent customer service skills.
• Must have excellent written and verbal communication skills.
• Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives

Minimum Qualifications:

• Candidate must be currently enrolled in a technical/computer science related program or must possess relevant support center work experience
• 1 year or more of customer service in technical environment or equivalent training
• Strong technical knowledge of PCs, laptops, printers, and peripheral hardware devices
• Strong working knowledge of Windows, Microsoft Office, communications software, virus protection, and diagnostic software
• Ability to diagnose and resolve onsite and remote PC related computing problems

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