User Experience Analyst

Essential Functions

• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Logs and tracks incidents and requests from identification through resolution.
• Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Documents resolutions and updates self-help and staff knowledge bases.
• Supports the testing of new and upgrading of existing software applications and hardware as needed.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Integrates and supports new and existing architectural features into infrastructures, implements artifacts, provides analysis of system features and relates existing system/applications and security to future needs and trends, provides engineering recommendations, and resolves integration and testing issues.

Skills

• Significant technical experience and a demonstrated track-record of using that experience to drive resolution of complex support issues.
• Strong analytical skills, exceptional organizational skills, and an ability to collaborate with internal and external stakeholders to foster customer satisfaction.

Qualifications

• Associate degree or Certification in a technology services/technical discipline, or equivalent work experience.
• CompTIA A+ certification strongly preferred.
• 3-5 years of IT Support experience.
• Strong analytical and problem-solving skills.
• Excellent communication and ability to interface with end users at all levels.

Employee Type

Regular

Education

Associate degree or Certification in a technology services/technical discipline, or equivalent work experience.

Certifications

CompTIA A+ certification strongly preferred.

Language

English

Work Experience

Information Technology/Networking Experience