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Tech Support Analyst I

IT | Arlington Heights, IL | Full Time

Job Description

About SVM:

Check out SVM, a recently certified Great Place to Work®!

(http://reviews.greatplacetowork.com/svm-lp)

We help our customers provide the right rewards that incent and motivate in an efficient and reliable way, consistently. SVM is the leading global provider of gift and prepaid card solutions for businesses. We offer one-stop-shopping for more than 250 in-demand gift card brands, including ExxonMobil, Chevron/Texaco, Sunoco, BP, ConocoPhillips, Wal-Mart, Target, T.G.I. Fridays, Toys "R" Us, Dunkin Donuts, Walgreens and many more. 

In addition to traditional gift and prepaid cards, we provide fulfillment services, promotional cards, award codes, eGift, mobile, reloadable cards and many other innovative solutions. Our turnkey options allow retailers of all sizes to outsource their card programs, or portions thereof, to SVM. Our core competencies include B2B, Internet and retail sales, card management services, third party fulfillment, direct shipments, dedicated account management and professional customer support.

SVM prohibits discrimination based on race, color, religion, sex, age, national origin or ancestry, physical or mental disability, citizenship status, marital status, sexual orientation, military status and unfavorable military discharge, genetic information or any other protected category. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and coworkers.  It is the policy of the Company to recruit, hire, promote, reassign, compensate, train, transfer, layoff, educate, and provide benefits to qualified persons without regard to the protected categories listed above.

Technical Responsibilities:

  • First responder, tier I support and technical liaison to SVM’s end users.
  • Monitor and respond promptly and courteously to all hardware, software and communication problems reported to the Helpdesk via phone, email, ticketing system, or in person.
  • Escalate support tickets to tier II and tier III technicians. Manage the resolution and communication to end users to ensure all tickets are properly logged and resolved in a timely manner.
  • Assist with administrative tasks, deployments, and tier I support for all workstations, printers, phones, user access, and client side software.
  • Maintain, create and update technical documentation for internal procedures, hardware/software inventories, and Helpdesk knowledgebase.
  • Assist Tech Support Analyst II with timely hardware and software deployments and upgrades as required.
  • Handle multiple technical and end user related issues at one time.
  • Regular travel to Woodridge office is expected.

Key Skills:

  • Solid troubleshooting and problem resolution skills; Able to act independently to resolve/address problems.
  • Good communicator (oral and written); Communicate effectively with customers and SVM staff in varying roles; Create thorough documentation.
  • Consistently provide superior customer service.
  • Organized and detail oriented.
  • Self-motivated with desire to take on additional technical support over time.

Education and Experience Requirements:

  • Bachelor's degree in computer information systems, computer science or equivalent related field of study, or
  • One to two years of directly related work experience.
  • Excellent understanding of PC software, Windows and Apple operating systems and applications.

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is frequently required to sit, talk or hear; use hands to finger, handle, feel objects, tools, or controls; and reach with hands and arms. The employee is regularly required to walk.
  • The employee must occasionally lift, carry, push and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Work is performed primarily in an office setting. The noise level in the work environment is usually quiet.
  • Ability to work weekends and evenings occasionally in support of I.T. projects and business events.

Perks:

  • We acknowledge and reward teamwork as well as resourcefulness to satisfy customers and their needs. We measure our success on client relationship longevity, customer satisfaction and a positive work environment.
     
  • In addition to our team-oriented culture, SVM is proud to offer eligible employees a full range of benefit including medical, dental, vision, short- and long-term disability, Flexible Spending Accounts, 401k match, Profit Sharing, holidays, paid time off and a variety of wellness options.

 

SVM prohibits discrimination based on race, color, religion, sex, age, national origin or ancestry, physical or mental disability, citizenship status, marital status, sexual orientation, military status and unfavorable military discharge, genetic information or any other protected category. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and coworkers.  It is the policy of the Company to recruit, hire, promote, reassign, compensate, train, transfer, layoff, educate, and provide benefits to qualified persons without regard to the protected categories listed above.