Technical Support Analyst

About the role

As a member of the Service Desk team, the technical support analyst acts as a central point of contact for all IT requests and problems. Facilitates problem resolution by fixing level 1 and some level 2 issues and escalating other issues to higher levels of support.

Responsibilities

• Ensure customer satisfaction by logging and assigning an appropriate priority to all calls/requests.
• Keep clients updated on the status of problem resolution.
• Identify technology-based problems and their root causes, and take responsibility for timely resolution, troubleshooting, and repair using proven tools, resources, and a variety of processes.
• Install, configure, maintain, and troubleshoot desktop and laptop systems.
• Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that exceed documented targets.
• Develop written documentation for new and existing procedures.
• Create and maintain a knowledge base of articles used by IT resolver groups and associates for self-help instructions.

Requirements

• Extensive knowledge of operating systems, computer/laptop/printer hardware installation, and repair.
• Advanced knowledge of a wide variety of software applications, including but not limited to: MS Office, Outlook, mobile computers, smartphones/Blackberry, faxing, scanning, and other similar programs.
• Above-average knowledge of computer networking (LAN) and troubleshooting of connectivity issues.
• Knowledge of service desk and customer service best practices.
• Knowledge of ITIL standards and usage of ServiceNow or equivalent ITSM tool.
• Excellent communication skills, particularly via phone and email.
• Dedicated to high-quality customer service and a working knowledge of enterprise-wide service delivery procedures.
• Strong problem-solving skills and inherent decision-making abilities.

Qualifications

• High School diploma or equivalent.
• Some college education preferred.