What are the responsibilities and job description for the IT SUPPORT ANALYST position at Trilogy Medwaste?
SUMMARY
The IT Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. The IT Support Analyst must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.
The Support Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, and mobile devices This position may require independent work, sharing information and assisting others with work orders.
PRIMARY JOB DUTIES/RESPONSIBILITIES
- Provide exceptional customer service in person, via phone and email as appropriate
- Resolve help desk issues including troubleshooting hardware and software issues
- Perform user administration duties
QUALIFICATIONS & SKILLS
- Two years of hands-on experience working in an end-user desktop support role or computer operations environment required.
- Microsoft Office 2013 to Office 365
- Windows 10
- Windows Server 2008, 2012, 2016
- Remote Desktop Support
- Active Directory and Exchange Administration
- Remote support for handheld smartphones and tablets
EXPECTED HOURS OF WORK
- Able to work an agreed upon standard schedule
- Additional hours as job duties demand
TRAVEL - OTHER
- Travel to domestic Trilogy facilities when necessary (less than 10%)
- Must have a current, valid driver's license
- Able to be insurable under our company's liability insurance policy
WORK CONDITIONS
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Environment & Physical Effort
- Able to work in an office environment
- Able to maintain focus and analyze data
- Able to sit and use a computer for extended periods of time
- Able to speak and communicate proficiently
- Routine physical exertion: standing, walking
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EOE
