Technical Support Analyst I provides technical support to system users and customer support staff. Evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Being a Technical Support Analyst I assists customer in implementing solutions. Performs ongoing activities to maintain and enhance overall system performance. Additionally, Technical Support Analyst I typically requires bachelor’s degree. Typically reports to a project leader or manager. The Technical Support Analyst I works on projects/matters of limited complexity in a support role. Work is closely managed. To be a Technical Support Analyst I typically requires 0-2 years of related experience.
Technical Support Analyst Job Description Template
Our company is looking for a Technical Support Analyst to join our team.
Responsibilities:
- Prioritize and manage several open issues at one time;
- Support implementation efforts around product changes and user acceptance testing;
- Brainstorm workplace solutions where standard offerings are not available and collaborate with technical lead to create a proposal;
- Install new workplace devices for end users including PC, Mac, Peripherals, smartphones, and tablets, etc. PC refresh vs. New Hires;
- Assist with troubleshooting by partnering with other IT teams across the organization (Business Technology, Infrastructure, etc);
- Maintain positive attitude and customer advocate through product issue resolution;
- Follow department processes for issue resolution, escalation, and triage;
- Performs technical review of documents for completeness and accuracy of content;
- Utilize modeling and simulation expertise to support analytical efforts/approaches to determine effective COA;
- Tracking and progressing of procedures through the management approval circuit;
- Utilizes management skills;
- Monitors project completion from initiation through delivery;
- Support computers, laptops, tablets, smart phones and applications;
- Provide technical expertise in support of building core team members and developing overarching strategies for study efforts;
- Follow up on tickets at pre-defined intervals and update status log.
Requirements:
- Experience with Microsoft Office, especially Excel;
- Experience in medical or insurance related industries;
- Experience with writing clear and detailed tickets while logging bug investigation, diagnosis and escalation;
- Strong sensitivity to customers’ needs and problems. Ability to work under pressure while maintaining friendly professionalism;
- Strong interpersonal and communication skills;
- Ability to work any shift, including evenings and weekends, and overtime as needed;
- Some experience in troubleshooting, help desk, or technical support role;
- Experience troubleshooting Java-based applications running on Windows OS;
- Must be able to effectively communicate with customer and fulfill all duties and responsibilities as listed in the contract;
- Must pass background and drug screen;
- Five (5) years’ experience developing, coordinating, and briefing JCIDS documents;
- Strong organizational skills;
- Ability to resolve conflicting high-priority requirements;
- Proficiency in MS Office Suite. (Desired 2 Years);
- Solid technical acumen, including desktop technology, basic TCP/IP networking and basic SDLC understanding.