The IT Support Analysts will help in resolving a variety of technical problems.
- Works on assignments that require considerable judgment and initiative. Makes recommendations for solutions
- Works within guidelines and takes ownership of results. May act as a mentor to less experienced team members
- Your Roles and Responsibilities:
- Field incoming help requests from end users in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training.
- Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
- Required Qualifications/Skills:
- Associate's degree (A.A) or equivalent from two-year college or technical school and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience
- Networks with senior internal and external personnel in own area of expertise
- Demonstrates good judgment in selecting methods and techniques for obtaining solutions
- Knowledge of basic computer hardware and software
- Familiarity with desktop and server operating systems
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
- Ability to conduct research into a wide range of computing issues as required
- Ability to present ideas in a user-friendly manner
- Analytical and problem solving abilities
- Exceptional customer service orientation
- Preferred Qualifications:
- Knowledge of various operating systems and databases
- Knowledge of various programming languages
- Physical Demand & Work Environment:
- Must have the ability to perform office-related tasks which may include prolonged sitting or standing
- Must have the ability to move from place to place within an office environment
- Must be able to use a computer
- Must have the ability to communicate effectively
- Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
