32242

Technical Support Analyst

Summary

The IT Technical Support Analyst (Service Desk) is a team player with a broad and diverse technical background. This office-based position is accountable for interacting with staff and executive users to assist with any IT inquiries, concerns, and requests.

 

Responsibilities

  • First point of contact with all client requests (phone, email, walk-by, etc.)
  • Diagnose and troubleshoot end-user desktop applications and hardware issues to provide appropriate solutions.
  • Support customers in their use of applications (i.e., Microsoft Office, SAP, VPN, Adobe, Autodesk, etc.)
  • Provide timely resolution of problems or escalation on behalf of the customer and ensure their satisfaction.
  • Provides status updates to management and end-user per service level guidelines.
  • Support and maintain an effective relationship with users.
  • Provide setup and fully support all client-facing hardware (i.e., Desktop, Laptop, Printers, Smart Phones, Tablets, etc.)
  • Document and research incidents and requests, the troubleshooting steps taken, and comments in a ticketing management system.
  • Work in a fast-paced environment, with the ability to adapt to frequent change, and be available to work a flexible schedule.
  • Document processes and maintain knowledge articles relating to IT support
  • Perform account management and maintenance for our applications (i.e., create/modify accounts, password reset, and adding and removing IT access as needed).
  • Assigned shift coverage must be maintained and adhered to during normal hours of operations.

 

 

Knowledge & Skills

Strong analytical and customer service skills .

Excellent interpersonal skills and communication skills.

Strong technical management and support skills, specifically able to work with end users to identify and resolve business issues in an innovative manner.

Ability to effectively prioritize and execute tasks in a high-pressure environment

Experience working in a team oriented, collaborative environment.

MIM/IAM experience using MS products.

InTune/Mobility experience.

Microsoft Experience (SharePoint, CRM, Teams, Office, Windows).

ERP System, VPN, and VMWare experience.

Call tracking system experience.

Software/Hardware deployment tool experience.

Possess remote connectivity tool knowledge.

Ability to work efficiently with minimal supervision.

Must have a valid drivers license.

Must be able to lift a minimum of 30 lbs.

 

Education

Post-secondary education in an IT related discipline. A+, HDI Desktop Support Technician and Laptop/Desktop certification is desirable.

 

Experience

Min. 3-5 years’ experience within an IT support desk working in a team-oriented, collaborative environment.