What are the responsibilities and job description for the Technical Support Analyst I position at Veritas Collaborative?
This is a Full Time, 1.0 FTE, Days position.
Position Summary:
The Technical Analyst I role acts as the primary, first point-of-contact for all IT Support related requests and/or questions. This position is responsible for responding to, troubleshooting to resolution, routing, and tracking all incoming tickets from Veritas staff requesting IT Support assistance.
Measurements for success include meeting service-level-agreements (SLA) % rates for resolving or re-routing incidents, meeting guidelines of the Core Responsibilities matrix, and positive staff feedback.
Responsibilities:
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As primary point-of-contact for IT Support team, respond to all end-user telephone and email requests for technical support in a timely manner:
- Provide routine and basic technical assistance (Tier 1) to end-users across the organization.
- Track and monitor incidents to ensure timely resolution, and accurately organize and document information relating to the request.
- Communicate effectively with end-users via telephone and email to keep them informed of the status of their requests.
- Escalate more complicated technical support issues to appropriate IT Staff.
- Ability to recognize and triage incidents according to established priority levels, and communicate urgent needs to appropriate IT Staff.
- Provide 24/7 coverage for all IT Services during on-call shift.
- Communicate effectively with IT Support team members, and ensure all incident details are transmitted accurately and efficiently.
- Conduct routine trainings in person on basic IT-related procedures, including new hire orientations to IT systems.
- Develops and updates training materials and technical documentation as related to the needs of the business.
- Communicate IT inventory needs to IT Support Supervisor for ordering needed items.
- Performs all other duties as assigned.
Qualifications:
- Associate’s (AA) degree in computer science or related area of study preferred.
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2 years of experience in a customer service or support role is required; experience in a level 1 technical support role strongly preferred.
- Customer service focus; positive attitude, warm and caring demeanor.
- Excellent verbal and written communication skills that allow successful interaction with all levels of the organization.
- Demonstrated experience explaining complex information in a simplified manner via telephone, email, and in-person
- Intermediate level proficiency with all MS Office programs with ability to learn new programs and software as needed.
- CompTIA A Certification preferred (or plans to obtain such within 1 year of hire date).
Competencies:
- Strong attention to detail and commitment to quality.
- Solid interpersonal skills with the demonstrated ability to develop and maintain productive relationships.
- Demonstrate initiative and exercise good judgement (e.g, in starting tasks, asking questions, identifying and discussing problems, ability to structure own work, stay on task).
- Ability to prioritize and adapt to changing priorities.
- Shows passion for our business, clients, and values.
Workplace Environment:
- 60% sitting, 40% standing/moving
- Must have valid driver’s license, and be willing to travel across metro area on as-needed basis. Mileage reimbursement will apply.
- Adheres to dress code standards; appearance is professional, neat, and clean
- Must be able to lift up to 50 lbs.
Education
Preferred- Associates or better