Connectivity Services Analyst I

Description

As a Connectivity Services Analyst I, you will deliver expert-level technical assistance to both network and hardware teams, ensuring timely repair, proactive dispatch support, and high customer satisfaction. This role involves close collaboration with clients and internal teams to uphold performance standards and operational efficiency.

Key Responsibilities

• Respond to and resolve printer/copier connectivity, configuration, and installation issues—both remotely and on-site.
• Support hardware technicians onsite during client installations and troubleshooting scenarios.
• Manage ticket and call dispatch functions: creating, escalating, routing, and prioritizing service calls.
• Maintain clear communication and status updates with team members, sales, management, and clients.
• Document service details accurately, including ticket closure, parts usage, networking details, and client interactions.
• Develop and deliver training materials and sessions—both group and individually aligned with best practices.
• Assist in creating and maintaining technical documentation, service manuals, and standard operating procedures.
• Support continuous improvement initiatives to enhance workflow efficiency and team effectiveness.
• Retain current certifications for Xerox, Canon, and Toshiba and lead tool training for ticketing systems (e.g. ConnectWise).
• Coordinate installations and network configuration validation with clients prior to job assignments.
• Monitor incoming helpdesk tickets and ensure timely responses and resolution tracking.
• Facilitate team meetings and provide monthly performance data to support bonus assessments.
• Engage in other responsibilities as needed to support service delivery excellence.

Requirements

Qualifications

• Education/Certifications:
  • Associate degree in electronics, IT, or related field preferred; equivalent experience considered.
  • CompTIA A+ and Network+ preferred.
  • Active Xerox Analyst, Canon Analyst, and Toshiba Analyst certifications.
• Experience:
  • Minimum 2 years as a network technician or related technical role.
  • Demonstrated customer service skills and troubleshooting capability.
• Skills:
  • Strong networking knowledge and independent problem-solving skills.
  • Exceptional communication and documentation skills.
  • Proficiency with ticketing systems (e.g., ConnectWise) and Microsoft Office.
  • Ability to lift and transport up to 50 lbs; ability to work in confined space environments.
  • Valid driver’s license and reliable form of transportation. 

    

Physical Demands & Work Setting

• Frequent travel within assigned geographic territory.
• On-site work may require climbing ladders, access to server closets, and navigating tight spaces.
• Must be able to walk, stand, kneel, and operate tools and computing equipment for extended periods.

Benefits

GROUP HEALTH INSURANCE:  After a 30-day waiting period,   full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits through Cigna. Health options include a choice of 2 PPO plans, or a High Deductible Health plan. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE:  After a 30-day waiting period, Proven   IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross   BlueShield, to all full-time employees (who work at least 30 hours per week).   Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full   Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD:   Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time.    The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT   and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize the Disability Resource Services through Mutual of Omaha to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions.

401K PLAN: All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal   Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals. 

FINANCIAL ADVISORY SERVICES:  Proven IT partners with Merrill Lynch to offer financial advisement to all employees. Merrill Lynch financial advisors are available to assist employees at no cost, with their 401k and retirement questions.  

PERMISSIVE TIME OFF POLICY:   Proven provides a competitive paid time off policy for all full-time regular employees after a 90-day waiting period. Proven IT empowers their employees to work with their managers and team to coordinate all time off. Managers may impose a limit to requests for time off based on performance and tenure.

PARENTAL LEAVE:   Proven IT offers a generous parental leave policy for new parents. After 24-months of employment, Proven provides full-time regular employees with 90-days of paid Maternity leave and 10-days of paid Paternity leave.   Employees with less than 24-months of service may take the same amount of unpaid time off.

FITNESS CENTER:    Proven IT offers a free on-site fitness center at the Tinley Park headquarters office location to all employees 24/7 Monday through Sunday. Employees utilize the gym equipment at their own risk.

Proven IT is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and welcome applicants from all backgrounds. All employment decisions are based on qualifications, merit, and business needs. If you need assistance or accommodation during the hiring process, please contact us.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.