Technical Support Analyst

Duties:

• Provide basic colleague technical support including but not limited to:
• Computer hardware diagnostic, troubleshooting, configuration, and refresh.
• Software installation and troubleshooting.
• Voice and video network diagnostic and repair.
• Mobile device configuration, training, and diagnosis.
• Recovery testing to confirm availability of systems where outages have occurred.
• Manage basic ticket workflows including but not limited to:
• Escalating unresolved issues in a timely manner.
• Maintaining and tracking inventory of hardware in the appropriate systems.
• Documenting and tracking status of colleague inquiries, coordinating appropriate response.
• Proactively setting expectations with colleagues.
• Following up to ensure colleague satisfaction.
• Provide proactive support, maintenance, and innovation including but not limited to:
• Implementing approved operating system enhancements.
• Recommending system modifications to reduce colleague problems.
• Interacting with other support groups to restore service and /or identify and correct colleague computing problems.
• Identifying process improvement opportunities and supporting continuous improvement initiatives under direction of your supervisor.
• Perform other duties and responsibilities, as assigned.

Customer service & leadership

• Delivers exceptional customer service.
• Provide training of technology policy and procedure.
• Collaborate with management to promote excellent customer service and effective response times.
• Assist management by providing insight into general support issues.
• Ensure team provides timely and courteous customer service to colleagues.
• Alerts colleagues and team members when a major problem is suspected.

Skills:

• Strong knowledge of the following is preferred.
• Microsoft operating systems and Microsoft Office.
• Apple hardware and operating systems.
• Networking switches and data networks.
• IP telecommunications systems.
• Audio Visual systems.
• Mobile device management.
• Capability to analyze problems and use sound judgement for determining solutions.
• Ability to clearly communicate both verbally and written with customers and other IT staff.
• At least 3 Years PC/LAN technical or equivalent experience preferred.
• Aptitude for providing strong customer service through interactions and communications.
• A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.
• Willingness for continuing enhancement of technical skills through education/seminars and interaction with other IT disciplines.
• Comfortable with working outside of normal business hours to support activities, and/or support on-call rotation when necessary.

Education:

• Bachelor's degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded.
• A certification or equivalent combination of education, training, and experience.

Languages:

Certifications & Licenses:

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A certification