Analyst III, Technical Support

Duties And Responsibilities

1. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned.
2. Serve as the trusted IT resource responsible for building and managing market, corporate, and third-party relationships while leading complex IT issues to timely completion.
3. Leads the resolution of complex Tier 3 support tickets escalated from the Digital Service Center.
4. Provides advanced functional and post-development application support, including client installations.
5. Diagnoses complex or ambiguous issues by reproducing incidents, analyzing data integrity, and tracing transactions across infrastructure to identify root causes.
6. Collaborates with internal teams and external vendors as needed.
7. Produces data analysis, technical specifications for development fixes, and contributes to the design and maintenance of advanced system and application monitoring.
8. Generates operational and ticketing reports and drives technical support initiatives in alignment with senior leadership priorities.
9. Advises market area teams on IT equipment solutions, providing end-to-end support through research, analysis, and coordinated quote development with internal teams.
10. Willingness to travel to market area sites to deliver front-line, on-site IT support, ensuring rapid issue resolution and minimal business disruption.
11. Provides hands-on technical assistance to end users in field locations, delivering high-touch customer service and serving as a trusted IT point of contact.
12. Support desktop, hardware, software, and application needs for users online, in call queue and on site, partnering with multiple teams to resolve issues and improve user experience.

Qualifications

• Education and Experience:
  • Bachelor's Degree (accredited) in Computer Science, MIS or similar area of study, or in lieu of degree.
  • High School Diploma or GED (accredited) and 4 years of relevant work experience.
  • 5 years of relevant work experience (in addition to education requirement).
• Preferred Experience:
  • Experience troubleshooting, supporting, and resolving Point of Sale (POS) system issues.
  • Working knowledge of ITIL principles; experience using ServiceNow and Microsoft Office applications.
  • End-User Collaboration & Audio/Video Support.
  • Network & Connectivity Troubleshooting.
  • Microsoft 365 / Office Support.
  • Hardware & Peripherals (Desk-Side Support).
  • Software Deployment & Remote Access.
• Other Knowledge, Skills or Abilities Required:
  • Demonstrates intermediate-level knowledge or skills across three or more of the following functional areas:
  • Diagnose and resolve end-user network connectivity issues by identifying wired versus wireless failures in desktop docking environments and executing systematic troubleshooting to restore optimal network performance.
  • Provide advanced technical support for end-user computing environments, including PC hardware, operating systems, and enterprise applications.
  • Diagnose and resolve complex desktop and application issues through systematic troubleshooting, root-cause analysis, and workflow evaluation.
  • Translate end-user business processes into technical problem statements to efficiently isolate and remediate issues.
  • Document incidents, resolutions, and standardized communications clearly for end users, technical teams, and management.
  • Communicate technical concepts effectively to non-technical users while collaborating seamlessly with IT staff and leadership.
  • Apply strong analytical and problem-solving skills to troubleshoot persistent or ambiguous PC and application issues in a production environment.

Supervisory Responsibilities

• May coach or mentor less-experienced personnel and act as the team leader on systems projects.