Technical Support Analyst

About the Opportunity

OBJECTIVE:

Provides support to Corporate, Field, and Retail employees with their hardware and software issues as they call into the Help Desk. Able to walk users through how to use company programs and third party software used by MFA or route their issues through an internal ticket system to the correct Tier 2 IT department for in depth support. Able to identify and troubleshoot a wide range of software, hardware, server, and printer issues. Knowledgeable in Windows, macOS, and iOS operating systems as well as the Microsoft Office software suite. All duties should be performed in accordance with company policy. 

OUR EXPECATIONS ARE THAT YOU:

• Support Field and Corporate Office employees with their computer issues that they call in to help get fixed
• Walk users through how to use company programs
• Troubleshoot issues ranging from software, hardware, servers, and printers
• Support IPhones and all other cell phone devices by provisioning new service and troubleshooting problems with existing service
• Make sure all computer equipment that comes through tech support is up-to-date  
• Update computer images using KACE
• Set up users profiles on new equipment
• Supports new migrations of software from one version to another
• Update computer equipment records
• Update our ticketing system with all problems as they progress to their resolutions.
• Maintain inventory and make sure everything is in correct location
• Fill out paperwork for users equipment as necessary

YOU ARE RIGHT FOR THIS ROLE IF YOU:

• Willingness and ability to collaborate with team members to ensure policies and practices are effective and efficient.
• Can demonstrate timely and accurate decision making skills
• Can demonstrate self-motivation, initiative, assertiveness and are results-oriented
• Can demonstrate proficiency in Microsoft Office Products
• Ability to create and maintain professional working relationships
• Ability to solve real-world business problems using relational databases
• Knowledge of Microsoft IIS v 5-6 experience
• Knowledge and understanding of the principles of networking/security

HIGHLY QUALIFIED CANIDATES WILL BRING:

• Bachelor’s degree in IT or related field preferred
• Four years’ work experience in computer-related environment preferred
• Current release of Microsoft Enterprise Server experience
• Experience using Netware Current versions

Qualifications