Technical Support Analyst

Responsibilities

• Provide world-class system and application support to both internal and external customers
• Configure and install new systems as well as upgrade and support existing systems
• Automate processes, reporting and response when possible
• Perform in-depth troubleshooting of technical issues from initial remediation to full root cause analysis
• Prevent repeat issues by addressing the root causes
• Take initiative in areas of improving our operations and staying educated on the latest relevant IT technologies and methodologies
• Partner with other internal technical teams to resolve more advanced issues as necessary
• Create documentation that will help team members resolve issues more quickly

Qualifications

• BA/BS degree in a technical field or evidence of exceptional ability
• 1+ years in a technical customer and desktop support role
• Advanced troubleshooting knowledge and ability
• Fundamental knowledge of Office 365 and Active Directory
• Well versed in general IT technologies and best practices
• Demonstrated ability and passion for learning new technologies and business processes
• Must possess strong people skills and the ability to work as a team member, collaborating and partnering with others to address issues
• Strong analytical and problem-solving skills are critical for rapid issue response
• Able to think outside of the box to provide workable solutions
• Able to adapt to changes in a dynamic work environment
• Must have a propensity for knowledge gathering and sharing
• Experience with ticketing systems, Jira preferred
• Exposure to command lines and/or scripting languages
• Understanding of basic networking protocols