Support Analyst

Summary/Objective

The Support Analyst is responsible for providing essential technical assistance to the user base by supporting related computer systems, phone systems, hardware, and software.

Essential Functions

• Serves as the first point of contact for end-users seeking technical assistance via the in-house ticketing system.
• Answering the helpdesk line phone calls
• Opening tickets for all incoming requests
• Monitor, categorize, and prioritize help desk tickets.
• Perform technical troubleshooting to resolve problems with
  • Microsoft Office products
  • Document Management System
  • Adobe Creative Cloud products
  • 3cx phone system issues
    • Basic Troubleshooting
    • Assistance with phone App.
  • Antivirus, malware, and Phishing email issues
  • SharePoint, OneDrive, Citrix ShareFile, iManage Share
  • MFP Copier/Printers & Plotters
• Install, modify, and repair computer hardware, as well as maintain proper cable management
• Initial computer configuration for new laptops.
• Conduct onboarding for new employees, ensuring they can use all technology resources necessary to perform their job.
• Determine the best solution based on the issue and details provided by the end user.
• Direct unresolved issues to the next level of support.

Competencies

• Customer Service
• Basic understanding of technology and troubleshooting
• Demonstrated ability to leverage appropriate technical tools to perform day-to-day administration tasks, root-cause analysis, and service restoration (such as backup, restore, failover, log interpretation, and performance monitoring).
• Demonstrate problem-solving and analytical skills.
• Proficient or able to gain proficiency with a broad array of security software applications and tools.
• Thorough understanding of computer-related security systems, including firewalls, encryption, and password protection and authentication.
• Proficient in Microsoft Office Suite or related software.
• Excellent verbal and written communication skills.
• Organized with attention to detail

Travel required

Occasional travel to business locations and initial configuration of home offices for WFH users

Required Education and experience

• Associate degree in information technology, a related field, or an equivalent combination of Education, certification, and experience.
• Minimum of 1-3 years experience in a related role