Senior Support Analyst Job Description Template
Our company is looking for a Senior Support Analyst to join our team.
Responsibilities:
- Troubleshoot and resolve desktop/server/network issues for clients;
- Document work performed in ticketing system;
- Document site information in document management system;
- Deployment of computing environments including network, workstation, and server installation, as well as managed services on-boarding;
- Remote troubleshooting from central office, as well as on-site visits when needed;
- Listen to customer needs and provide IT solutions that resolve client computing challenges;
- Provide internal help desk and network support as needed;
- Must have flexible after-hours availability for implementation and deployment tasks;
- Track time and provide troubleshooting notes as you work;
- Provide remote technical support to customers calling for various technical issues;
- Maintain an average of over 30 billable hours per week;
- Provide at least 40 hours of availability per week (8 hours daily);
- Provide on-site technical support to customers as needed.
Requirements:
- Must pass background and drug screen;
- Must be able to lift 50lbs;
- Ability to work in a team and communicate effectively;
- Participate in after hours support escalation rotation;
- Responsible for entering billable time and notes into ticketing system in real time.