TECHNICAL ANALYST I

Technical Analyst IThe Technical Analyst I is responsible for providing technical assistance and support to clients with problems related to hardware, software, telehealth equipment, and networking. They are responsible for troubleshooting problems faced by the end-users of PCs, laptops, printers and mobile devices by identifying issues and analyzing them.Primary ResponsibilitiesProvide technical assistance and support for incoming concerns and issues related to systems, software and hardwareAssisting with installation, configuration, and maintenance and troubleshooting of all servers, end user workstation hardware, software, telehealth equipment, and peripheral devices.Document internal proceduresDocument user requests and also update client trouble tickets with the current status of the issueAsk educated questions and listen to team members to determine root cause of issuesRun diagnostic tests to resolve problemsTrain incoming staffReport significant and recurring issues to higher support teamResolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systemsCollect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to team members to ease in troubleshooting.CompetenciesAbility to diagnose and resolve basic computer/technical skillsExcellent communication skillsKeen attention to detail, memory of patterns, and interest in problem-solving.RequirementsRequired Education and ExperienceBachelor's degree or combined equivalent hands-on experience with at least 2 year IT system/application backgroundGreat problem solving/troubleshooting, follow through and documentation skills.Patience, strong customer service and interpersonal skillsAbility to teach and learn new skills.Previous service desk, desktop technician and customer service experience.Preferred Education and ExperienceCompTIA A+ strongly preferred.Microsoft Office experience strongly preferred.