Technical Support Analyst

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. KEY RESPONSIBILITIES Ensure customer satisfaction by logging and assigning an appropriate priority to all calls/requests. Keeps client 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. Responsible for the installation, configuration, maintenance, and troubleshooting of desktop and laptop systems. Initiates 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 knowledge base of articles used by IT resolver groups and Associates for self-help instructions. REQUIRED SKILLS 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 Computer, Smart Phones/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 #J-18808-Ljbffr