Network Support Analyst

Position Summary

The purpose of the Network Support Analyst – Tier I is to ensure network connectivity, answer questions, and resolve computer problems for customers via telephone, occasionally in person, or electronically (remotely). Will provide customer assistance concerning the everyday use of computer hardware and software.

Accountabilities/Responsibilities

• Maintains network connectivity and resolves first level incidents related to enterprise network
• Diagnoses, troubleshoots, facilitates repair, and reports on problems with network devices
• Takes client calls and works with remote sites to troubleshoot issues including but not limited to: PC's, Monitors, Cisco IP Phones, Mobile Devices, Viruses, Printers, ISP modems, Web Browsers, Microsoft Office, Email, VPN, Cisco Routers, Cisco Switches, SD-WAN Routers, and EMV Devices
• Escalates tickets to the Network Operations Center (NOC), when appropriate
• Follows up on open tickets and keeps in contact with end user until issue is resolved
• Continues to improve technical knowledge through on-going training and certifications
• Maintains bandwidth utilization across entire WAN
• Performs occasional PC reformats and standard installations
• Performs additional duties as assigned

Competencies for Success

• Analytical and Critical Thinking
• Builds Customer Experience
• Communication
• Planning and Organizing

Qualifications

• Associates or Bachelor’s Degree or related experience
• 1-3 years of related support experience preferred
• Strong customer services skills
• Work experience in a call center/help desk environment preferred
• Strong customer services skills
• Must possess interpersonal skills necessary to effectively handle customers in a positive, service-oriented fashion
• Effective written and verbal communication skills
• Great phone etiquette
• Working knowledge of Windows operating systems
• Working knowledge of Apple and Android phones + tablets preferred
• Working knowledge of Apple Mac devices preferred
• Good typing skills
• Detail oriented
• Good documentation skills
• Strong adaptation skills
• Excellent problem-solving skills
• Must be able to work well with others
• Must be able to learn and support new and fast-changing technologies
• Must possess good work habits under pressure

Additional Information

• Physical Demands: Sitting for extended periods of time, dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components. Ability to work a non-traditional schedule and be on-call for emergency situations. May need to travel occasionally.