Qualcomm End User Services Support Analyst Sr 

United States, California, San Diego 

330729826

Job Area:

Information Technology Group, Information Technology Group > IT Support Analyst

Provides technical assistance to computer users. Answers questions or resolves computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Minimum Qualifications:

• High School Diploma or equivalent.

• 3+ years of experience in IT, Engineering Support, or related area.

• 2+ years of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

Physical Requirements:

• Frequently transports between offices, buildings, and campuses up to 2 miles.

• Frequently transports and installs equipment up to 40 lbs.

Preferred Qualifications:

• Bachelor's degree in an IT-related field.

Principal Duties and Responsibilities:

• Provides first and second level support to resolve difficult, complex, and sensitive problems with products, applications, and devices.

• Acts as a resource for less knowledgeable personnel.

• Supports and assists with troubleshooting efforts and provides guidance to lower level support to identify moderately complex problems.

• Follows procedures for incident escalation and notification to leadership.

• Follows and assists with the development of standard operating procedures.

• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).

• Manages individual project priorities, deadlines, and deliverables with minimal supervision.

• Assists with efforts to analyze and prioritize incoming requests.

• Adapts to significant changes and setbacks in order to manage pressure and meet deadlines independently.

• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new support.

• Contributes to the knowledge repository for moderate and highly complex technical support.

Level of Responsibility:

• Working under some supervision.

• Making decisions that are moderate in impact; errors may have relatively minor financial impact or effect on projects, operations, or customer relationships; errors may require involvement beyond immediate work group to correct.

• Requires verbal and written communication skills to convey information that may be somewhat complex to others who may have limited knowledge of the subject in question.

• Most tasks require multiple steps that can be performed in various orders; some planning and prioritization must occur to complete the tasks effectively; mistakes may result in some rework.

• Deductive and inductive problem solving is required; multiple approaches may be taken/necessary to solve the problem; often information is missing or incomplete; intermediate data analysis/interpretation skills may be required.

• Exercising creativity to draft original documents, imagery, or work products within established guidelines.

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

Pay range:

$34.02 - $51.04