Technical Support Analyst

Description

Seeking a highly motivated individual to join our Elite Technical Support Center team in supporting our Core Platform areas. Serves as the primary point of contact for users experiencing computer-related problems. Resolves technical problems in a call center/service desk environment. Uses exceptional customer service skills and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.

The ideal candidate is someone with strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture.

KEY RESPONSIBITIES:

• IT Support
• Take incoming requests for support via phone, gather information from end user, create trouble ticket, resolve the issue if feasible, or escalate the ticket.
• Contact user for follow up to confirm resolution, gather additional information, or provide updated information using ticketing system.
• Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary.
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
• Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades.
• Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.
• Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
• Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Provide off-hours support as required to perform job functions and ensure service delivery
• Work with other IT departments and act as onsite troubleshooting resource for hardware and networking equipment.
• Support Center Reporting – Generate reports on daily basis – number of tickets opened/closed, current status of tickets, customer impacts, root cause analysis documents, and other reports as applicable.

• Documentation –

• Identify gaps and assist in development and maintenance of Support Services and end user documentation* (SharePoint / Wiki / MS teams knowledge a plus)
• Modify and create knowledgebase entries

• Hardware/Software support and deployment

• Install and configure desktops, laptops, and servers to specifications
• Perform ongoing upgrades and patches as required
• Evaluate out of date hardware and assist in preparation for disposal/donation
• Security Awareness – Understanding of security impacts of end user requests and ensure adherence to company guidelines

General Job Functions

• Assist in development of departmental policies and procedures
• Define and assist in deployment of Process Improvements
• Assist in continuous development of Support Services procedures
• Interacts with vendors, purchases or returns items and coordinates warranty issues in order to procure requested items and resolve service issues
• Identifies deficiencies; communicates and coordinates improvement efforts to increase Service Desk efficiency.
• Develops and continually updates training material for new and existing Service Desk staff.
• Maintains high level of technical skill in field of expertise.

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE and SKILLS

• Bachelor's degree or equivalent combination of education and experience
• At least 3-4 years working experience in the IT field
• Solid Understanding of ITIL Frameworks
• Experience and knowledge with creating and abiding by Service Level Agreements (SLA) *
• Knowledge of ITSM tools (BMC, Cherwell, LabTech)
• Experience with enterprise Systems Management tools such as BMC Client Management. LANDesk or Microsoft SCCM is a plus.
• Technical Certifications; A+, MCSE, MCTS, MCITP, HDI, ITIL is a plus
• Must have hands on experience in handling Phone based support activities for 1000+ user base
• Excellent communication and interpersonal skills
• Excellent client service skills in a demanding, deadline-driven environment
• Advanced knowledge of Microsoft operating systems, HP/Dell hardware and desktop & Enterprise based software
• Experience working with company applications, development policies, and procedures
• Experience working with company software and hardware products and related business issues that may impact overall business plans

Preferred Skill Sets

• Mortgage or Finance Background (nice to have)
• Dell Hardware Experience
• Amazon Workspace (virtual desktop)
• Microsoft Multi-Factor Authentication
• Strong O365, Office 2016, Microsoft Outlook, Skype, Microsoft Teams
• BitLocker Encryption
• Cisco VPN AnyConnect client
• RSA Authentication Manager
• Interactive Client (i3) (nice to have)
• Group Policy / Active Directory Understanding
• Polycom desktop/conference phones (e.g. VVX 400, IP Sound station IP 7000)
• Application install experience with App development tools (e.g. Oracle, SQL Server, Monarch)
• Printer Management (building print queues, configuring multifunction printers (e.g. Xerox, Ricoh, Savin)

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