Technical Support Analyst

TECHNICAL SUPPORT SPECIALIST Get to know NCPThe National Consumer Panel is an operational joint venture between the two leading longitudinal consumer insights providers in the United States – IRi and Nielsen. By recruiting, incenting and equipping a representative sample of the US consumers with handheld scanning devices as well as alternative methods of data collection, NCP provides the highest quality, actionable consumer data to support the needs of both IRi and Nielsen.Why join NCP?NCP earned one of the Best Companies to Work for in NY for the 3rd year in a row! Simply put, we want to make lives better; our work life and family life. And to do that, we need the very best people to join us. We are looking for someone who demonstrates:
  • Tenacious commitment to continuous improvement
  • Thoughtful, fast, disciplined execution
  • Passionate customer focus
  • Ongoing interest and aptitude in the technology industry
Here is a glimpse of what you’ll do…
  • Provide support of end-user software applications and operating systems in the Panel Support Center.
  • Maintain and run Talend (ETL Tool) jobs for monthly departmental reporting and performance scorecards.
  • Run ad hoc reports in CRM and via Talend.
  • Application Testing (Sales Force, CRM, phone system etc.)
  • Assist users with hardware problems related to desktops, laptops, printers, telephones, and peripherals.
  • Provide organization and maintenance of equipment inventory and storage.
  • Assist in the design and maintenance of documentation and disaster recovery plans.
  • Assist in conducting end-user training as needed.
  • Notify management of emergency situations. Performs computer and phone moves, additions and changes as they are submitted by Manager.
  • Install, configure and maintain hardware, software and peripherals, including drivers, patches and updates in the Panel Support Center.
Contribute to the continuous improvement of the department and its staff by maintaining an awareness of and promoting state-of-the-art designs, methods, standards, systems, and automation.
Here is some of what you’ll need (required)…
  • Previous experience working as a Help Desk Technician or Deskside support preferably in a face to face support environment.
  • Prior experience in CRM, ticketing/issue tracking systems and ACD phone systems.
  • Effective documentation skills to track and maintain updates and version changes to all departmental systems.
Required Technical Skills:
  • 4 years minimum experience in person and remote technical support.
  • Networking knowledge
  • Server and Active Directory experience.
  • Experience with desktop OSs, including Windows 7, 8.1, 10, as well as MS Office applications (Office 2003-2016) in a business environment.
  • ETL job creation via Talend or equivalent tool
  • Project management, CRM (SalesForce), and Cisco or similar ACD phone system administration
  • Proficiency with Windows Domain environments.
  • Proficiency with Citrix and Remote Access VPN.
  • Excellent troubleshooting and problem solving skills.
  • Diverse knowledge in supporting mobile devices such as Tablets and Smartphones.
A skills test will be conducted for all qualified candidates during the interview, so if you are not comfortable with the above skill sets, please do not apply to this position.Required Non-Technical Skills:
  • Excellent customer service skills and manage time well working with multiple clients at the same time.
  • Ability to work in an on demand, fast paced customer service environment.
  • Ability to work a flexible schedule in order to support events that take place in the early morning or evening. Provide user support when the department opens remotely due to inclement weather events.
  • Excellent written and verbal communication skills.
  • Ability to prioritize and meet tight deadlines.
  • Communicate empathetically, logically and clearly.
  • Ability to anticipate needs of the department and customers.
  • Organized, detail oriented and able to work with minimal supervision.
  • Exercises the highest level of confidentiality and ethical standards at all times.

Hours of Operation: 9:00 a.m. to 9:00 p.m. Monday through Friday

10:00 a.m. to 6:00 p.m. Saturdays

Contact: Jane Slater: Senior Manager, HR, jane.slater@ncppanel.com or call 516-682-6086.

Thank you.