Technical Support Analyst (Level 1)-work with a leader in educational technology

Pearson is an international media company with market-leading businesses in education, business information and consumer publishing. Pearson's education business represents about two-thirds of the company, and Penguin publishing and the Financial Times make up the balance. With more than 30,000 employees based in 60 countries, we are a family of businesses that draws on common assets, processes and shares a common purpose: to help our customers live and learn.Pearson VUE (www.pearsonvue.com) is the global leader in electronic testing for regulatory and certification boards, providing a full suite of services from test development to test delivery to data management. Pearson VUE offers exams through the world's largest network of test centers in 162 countries, providing testing services for information technology, academic, government and professional clients.The Company's innovative technology offers the highest levels of security and program control, while its commitment to service provides clients and individual test takers with an unmatched testing experience.Pearson is an Equal Opportunity Employer M/F/V/D, and a member of E-Verify. We're currently looking for a Technical Support Analyst to join our main support team in Bloomington,MN.In this position you would be involved in supporting the mission-critical technology that creates Pearson VUE's competitive advantage in the marketplace.Working specifically on internal desktop support and with proprietary applications for our test center field locations you would be ensuring the systems support of the educational industry's leading technology. Your work will help guarantee the smooth functioning of Pearson VUE allowing the company to maintain it's premium service delivery in the certification, licensure, and assessment of people in the medical, technical, educational, and regulatory industries both domestically and in over 160 countries worldwide.Pearson VUE's high performing development group makes use of innovative industry leading tech and process in a relaxed and flexible culture.Responsible for providing technical support to VUE test centers and clients.Provide technical support to customer through various customer contact touch-points, including telephone, email, web service applications, fax or interactive voice responseServes as a key contact with internal and external customers.Respond to complex and or technical product and service questions, issues and general information inquiries.Perform problem resolution, troubleshooting, diagnosis and repair for various applications, hardware, and network infrastructure components.Provides conference support via presentations, PC labs and booths.Manages customer relationships in inbound and outbound environments.Ensures customer satisfaction and customer availability goals are met. Associate Degree requiredA+ Certification preferredPrevious Customer Service experience preferred1-2 years experience in Windows Application supportKnowledgeable with Windows 2000 Windows Server 2003 Professional and Windows XP applications required; Experience with Windows Vista helpful, but this is not yet a supported productFamiliarity with internet communicationsUnderstanding of basic Network systems operationsKnowledge in WAN interconnectivityExcellent communication skills, especially listening skillsEffective planning and prioritization skillsStrong customer service and follow-up skillsAbility to work in a team environmentStrong attention to detail