IT Technical Support Analyst

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Overview: The Technical Support Analyst is an integral part of the IT support team who troubleshoots and resolves all organization wide IT issues. The job duties assigned to this role will include; assigning and resetting usernames and passwords to new and existing employees, maintaining active users in multiple software applications, supporting employee/staff IT needs via remote access and desk-side support. The Technical Support Analyst will also assist in installation of hardware and software, and other IT-related duties to support and resolve technical issues. In this role, you will be hands-on with PC hardware and software. You will provide HelpDesk Tier 1 technical support and training to system users to help them become more efficient and successful in their use of technology. You will also be responsible for tracking and monitoring ongoing tasks, distributing reports, and participating in special projects. Candidates will ensure end-user computer issue needs are resolved and documented in a friendly, helpful and timely manner. Responsibilities:

Assists users with requests submitted through the IT ticketing system. Fields incoming help requests from end-users via telephone and e-mail in a courteous and helpful manner. Determine nature and scope of the customer's issue, provide appropriate response and escalation of issue to the right IT staff to complete. Documents, diagnoses, resolves and closes customer issues according to service level guidelines. Promptly escalates issues to higher level technical support or management when necessary. Provides end-user desktop training and minor hardware/peripheral repair as appropriate in order to assist with problem resolution. Performs new hire orientation password set-up and basic computer navigation training to new users. Evaluates unresolved issues and monitors follow-up to ensure timely resolution. Records, and tracks the help desk request problem-solving process through to final resolution. Identifies and learns about software and hardware used and supported by the organization. Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Test fixes to ensure problem has been adequately resolved. Performs post-resolution follow-up to requests. Performs other duties or special projects as required or as assigned. Qualifications:

Education Required:

Associates Degree or certification preferred. High School education plus one to three years of relevant computer experience, or a combination of education and experience from which comparable knowledge and skills are acquired will be considered.

Skills Required:

Ability to present ideas in user-friendly language. Documents details surrounding incident in IT ticket tracking system. Communicates with employees in a professional friendly and courteous manner. Assists in performing installs, upgrades, and configures customer-specific hardware and software as requested. Possesses the ability to complete multiple simultaneous projects in a timely manner. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer care skills including telephone, verbal and written skills. Experience working in a team-oriented, collaborative environment. Ability to communicate effectively on the phone as a help desk call center coordinator. Ability to deal effectively and courteously with a wide variety of company users who have varying levels of computer understanding and experience.