End User Technologies Analyst

Are you someone who is passionate about customer service and working in the Technology Services field? We're looking for an End User Technologies Analyst to join our team! If you’re ready to work in a people-first culture where your passion for service and your technology expertise can truly make an impact, we want to hear from you!  

Commitments:

• Responsible for analyzing, prioritizing, and processing a high-volume number of calls
• Resolve and troubleshoot problems reported to the call center with limited guidance
• Deploy hardware, installing and configuring software
• Repair and maintain laptops and other equipment to ensure optimal performance
• Provide second-level contact and problem resolution to clients
• Create, update and maintain documentation and knowledgebase articles
• Train and mentor level one team members
• Create instruction guides and provide training to end-users as needed
• Work with vendors to resolve issues as needed
• Assist in providing first-level contact and problem resolution to clients as needed
• Deploy laptops as needed

Required: 

• Associates Degree in Computer Science, Information Technology, Management Information Systems, or related field is preferred, or equivalent IT certification(s) with relevant work experience
• 2-4 years’ experience working in a call center or support desk environment, internship experience included
• Ability to work from our Cleveland office 3 days/week
• Client focused and quick in analyzing incoming calls and able to cope with high call volumes
• High level of proficiency with Microsoft Windows and Microsoft Office Suite/Microsoft 365
• Has worked with LAN/WAN/wireless technologies and troubleshooting
• Understanding of VPN fundamentals, mobile device management, and spam/virus filtering
• Has worked with VOIP phone system and collaboration tools (Cisco preferred)
• Familiar with HDI or similar standard
• Understanding of scripting language - PowerShell, preferred
• Ability to multi-task and meet timelines
• Strong in-person or virtual presentation and training skills
• Strong oral and written communications skills
• Understand the cash and custody business, preferred
• ITIL qualified, preferred
• Existing relationships with related business and technical units, preferred

Location:

• Cleveland, OH

#LifeatCohen 

Sure, we like numbers. (But we’ll never treat you like one.) 

At Cohen & Co our foundational principles offer insight into how we achieve an inclusive, growth-oriented culture that fuels the success of our firm, our clients and our people. In particular, we honor our foundational principle of “great people first” by: 

• Championing the importance of diversity, equity and inclusion by embracing the unique stories, backgrounds, perspectives and ideas that come from our people; and 

• Offering a comprehensive and competitive Total Rewards package, which allows each employee to use the benefits that best suits their needs. Our offerings go beyond standard options, including time off outside of your standard PTO to give back to the community, annual discretionary merit increases and bonuses, talent development resources to tap into growth opportunities, and so much more!   

Learn More About Us! 

• Discover our Passion, Purpose & Expertise 

• Experienced Hire Opportunities  

• Learn more about our firm's culture and growth opportunities from our Executive Director of People & Culture! 

We are an equal opportunity employer and value diversity of thought and background to build an inclusive and energized culture and better meet the needs of our clients.    

Agency recruiters may not submit unsolicited candidate information or resumes to any Cohen & Co employee without a recruiting services contract first being entered into with the Cohen & Co Talent Acquisition Team; see policy here. 

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