Computer Field Analyst

About the role

The Computer Field Analyst (CFA) provides face-to-face (desk side) and remote technical support for internal employees. The successful candidate will troubleshoot and analyze technical problems relating to computers, printers, and other PC peripheral devices. They will provide a high level of customer service to the client and display a strong IT desktop support background. They will determine equipment requirements and prioritize equipment replacement schedules per department standards. The analyst may participate in development of information technology and infrastructure projects.

Responsibilities

• Provides basic technical and administrative service/support for client IT needs. Service channels include Phone, Web and Chat.
• Affords clients with service request fulfillment, technical problems and information technology issues involving desktops, laptops, network, wireless device or other various technological problems.
• Provides timely resolution of problems or escalates on behalf of client to appropriate technical staff.
• Supports and maintains positive face-to-face IT relationships with clients.
• Provides outstanding client desktop support with intermediate level technical understanding and capability (Tier 2) in Microsoft Operating Systems, Microsoft Office 365 and computing in an enterprise network environment.
• Takes on-call support after core hours. Contacts other IT on-call support for urgent issues on applications used by clients.
• Administers active 2-way communications and 'knowledge transfer' within assigned team/function, both planned/advance notice and real-time.
• Fosters strong Teamwork culture intra and inter Field Support, with team staff, colleagues, partners and stakeholders.
• Takes ownership and contributes to Knowledge Tool improvement.
• Assesses and ensures process and work conforms to existing policies, standards and guidelines.
• Increases client satisfaction levels.
• Identifies and supports opportunities for process improvement.
• Demonstrates full understanding of computer desk side support, troubleshooting and resolution concepts.
• Selects methods, approaches and tactics to resolve problems and obtain solutions.
• May participate on project teams.

Qualifications

• Minimum: At least one year of experience in IT computer field support or face to face customer support
• Desired: AS/BS degree in Computer Science, Management Information Systems or comparable quantitative field or equivalent related work experience
• Excellent oral and written communication skills