Technical Support Analyst (Full-Time, Evening)

About the role

The Technical Support Analyst works under the supervision of the Business Operations and Helpdesk Manager. Primary responsibilities include responding to incoming calls for help from all computer users in the organization, analyzing calls to determine the nature, importance, and urgency of the problem, and accurately documenting calls or service requests in a problem-tracking database system.

The role involves personally resolving issues or assigning them to the appropriate in-house staff member or outside vendor, tracking problem calls using an incident management application to ensure timely resolution, and following up with customers to ensure satisfaction with the quality and timeliness of service provided.

Additionally, the position requires managing complex, multi-level tasks that involve planning, coordination, and monitoring as projects. The incumbent will provide and promote superior customer service at all times and may also perform computer operations tasks to ensure system availability and data integrity for business-critical systems and applications.

Responsibilities

• Respond to incoming calls for technical support from all computer users in the organization.
• Analyze calls to determine the nature, importance, and urgency of problems.
• Accurately document calls and service requests in a problem-tracking database system.
• Resolve problems personally or assign them to the appropriate in-house staff or outside vendor.
• Assign appropriate due dates and track problem calls using an incident management application.
• Follow up with customers to ensure satisfaction with service quality and timeliness.
• Manage complex, multi-level tasks requiring planning, coordination, and monitoring as projects.
• Perform computer operations tasks to ensure system availability and data integrity for critical systems.
• Provide and promote superior customer service at all times.

Requirements

• Associate’s degree in Computer Science or equivalent work experience.
• Microsoft (MCSE) certification exams in Networking Essentials and Windows preferred.
• Valid California driver's license.
• At least four years’ experience with PCs, networking, and Help Desk support, along with proven customer service skills.
• Demonstrated ability in technical support, including substituting four years of experience at NorthBay in a Help Desk position performing the same duties without assistance.

Skills

• Strong customer service, technical, analytical, and organizational skills.
• Ability to organize, prioritize, and manage multiple tasks under pressure while maintaining a positive and professional manner.
• Knowledge of PC hardware interrupts, common conflicts, memory management, and printer/PC diagnosis and repair.
• Basic understanding of PC network configuration.
• Commitment to service excellence, including professionalism, customer focus, compassion, strong listening skills, and a warm demeanor.
• Empathy, optimism, resourcefulness, and cultural competency in interactions with others.
• Openness to learning new things and collaborating in a team environment.
• Understanding of the unique complexities and challenges of the healthcare environment.
• Ability to communicate effectively with co-workers and other departments.
• Professional image at all times.