Technical Analyst
Job Details
Madison - Fitchburg, WI
Full Time
High School
$18.00 - $20.00
None
Information Technology

Who We Are

Telaid, a provider of technology deployment solutions to multi-site companies for 40 years, seeks a Technical Support Analyst who is looking for an opportunity to join a team for a growing, privately held Company. If you are an experienced technical professional who possesses project management experience and takes pride in providing superior customer service to our clients, business partners, vendors, and fellow team members, then Telaid has a great opportunity to share with you.

Our Core Values are:

  • Be Proactive
  • Be A Team Player
  • Take Ownership
  • Do The Right Thing

Who You Are

You’ll be a professional eager for an opportunity to provide assistance and technical support to both internal and external customers. You will resolve and find solutions to escalated concerns that occur during a project with exceptional customer service and technical support. You have the ability to build strong relationships with key stakeholders and are the initial point of contact for technical escalations for the client. You are a detail orientated individual who is customer service driven, has strong organizational skills, and has proficiency with Microsoft Suite Programs. You have knowledge and experience in multi-site technology rollouts, IT/ low voltage system installations, and construction projects.

Location

  • Madison, WI

Why This Role Matters

Telaid is growing and the need for employees who embody our core values is essential for our continued success. The Technical Analyst position will provide support to our clients, Technical Services team, members of our Project Management team and our business partners.

Who Your Customers Are

This role services both internal and external customers. Internally, you will serve members of both the Project Management and Shared Services team.  Externally, you will work with clients throughout the duration of a project, our business partners, and implement resolutions to help each project run efficiently and effectively throughout its duration.

Primary Responsibilities

  • Work with technicians onsite programming and configuring access control, cameras, switches,and Bosch alarm panels
  • Functions as 1st level escalation point of contact. 
  • Typically performs the following functions for all assigned projects
    • Understand project objective, scope of work and customer conditions for success
    • Adheres to all Telaid Best Practices
    • Works with PM to ensures training and quality control plan in place for Technical Analysts
    • Work with Technicians, partners and clients on technical escalations and report back to PM with status
    • Provide timely project communications regarding all escalations
  • Work with sub-contractors to ensure proper installation and testing of systems and equipment if needed (overflow and escalations)
  • Assisting in mitigating risk to a project by communicating with Team Leads areas of opportunity regarding technical aspects of the project
  • Develop and maintain communications in a cooperative and professional manner with all levels of staff, business partners and customers.
  • Cross-trains with Technical Analyst team on all service desk projects
  • Other work-related duties as assigned.

Work Experience & Education

The candidate must possess a high school diploma or GED, possess 3-5 years of technical support experience, as well as experience in multi-site technology rollouts. IT/ low voltage system installations and physical security is preferred. Candidates should have knowledge of intermediate network troubleshooting, strong organizational and communication skills, and be proficient in all Microsoft Office programs.

Must-have proficiencies:

  • Windows OS
  • Microsoft Suite (Teams, Outlook, Word, Excel)
  • Ability to parse device manuals

Benefits

  • Base Pay will be Hourly Salary
  • Performance Based Incentives
  • Profit Sharing Options
  • Medical, Dental and Vision
  • Life/Disability
  • 401k with Employer Match
  • EAP
  • Paid Time Off
  • Professional Development Courses

Potential Career Path

Telaid supports and fosters promotions from within.   The career path for this position may include Technical Specialist, Network specialist, or additional specialized positions beyond the department should these positions be an interest or fit.

Learning and Development Opportunities

Many development and learning opportunities will be provided once we start to see opportunities for growth and refinement of your existing skill set.

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