Technical Support Analyst jobs in Buffalo, NY

Position Overview:

Trinity Biotech is seeking to appoint a Technical Support Analyst. Under general direction from the Desktop Support Team Leader, the Technical Support Analyst is a first and second level customer/business contact for the troubleshooting and resolution of end user technical incidents. Travel between business facilities in Buffalo, Jamestown and Canada will be necessary. Occasional travel to Boston and Kansas City may also be required. Working to agreed service levels, the main responsibility is to provide professional, timely, and high quality closure of calls/tickets tracked within our service desk.

Experience working in the medical diagnostic industry would be a distinct advantage to the role. However, the key experience is strong understanding of troubleshooting methodology and customer service/ communication skills.

Main Responsbilities

70% RESOLUTION MANAGEMENT

• Management of events/incidents in accordance with incident & problem management procedures
• Incident/Problem resolution in line with agreed business service levels
• Record and timely update of Incidents/Problems within service desk
• Desktop/Laptop deployment and imaging
• User account creation and maintenance including network and required business applications
• Technical end user hardware/software troubleshooting & resolution (on & off site users)
• Office automation equipment troubleshooting and resolution (printers, faxes etc.)
• Resolution of other technical issues as required
• Escalate major technical issues to System Admin/3rd Party support

20% DOCUMENTATION

• Analysis and reporting of Desktop support metrics and advising on ways to improve
• Creating end user and internal knowledge articles for publishing on employee intranet site
• Participates in the continuous improvement of corporate policies & process and resources in relation to incident and problem management

10% MISCELLANEOUS

• Ensures security of information relative to position at all times (integrity, availability and confidentiality)
• Adheres to department policy, process and work instructions at ALL times
• Attends meetings as requested
• Maintains and increases knowledge and skills through attendance at meetings, conferences, training seminars and courses.
• Other duties as/when required by Desktop Support Team Leader and other Management.

Education & experience:

• Qualification in IT related subject(s)
• 2 years experience

Skills/competencies:

• Minimum 2 years previous experience as helpdesk/desktop/technical support technician within service support environment.
• Excellent customer service skills
• Strong communication skills (both written and verbal)
• MCSA/MCSE preferred but not essential
• Exposure/knowledge of working in compliant environment beneficial (for example: SOX / HIPPA)
• Ability to analyse and troubleshoot in a logical way; Hardware, connectivity and application issues
• Good knowledge of the utilization, operation and care of computer and related electronic data processing equipment
• Good knowledge of the general principles of computer systems operation, including potential uses and limitations
• Good knowledge of or background in integrated online systems LAN/WAN, telecommunications networks and application software
• Ability to read, analyze, and interpret technical procedures
• Self motivated/ability to work alone or as part of a team
• Ability to work on own initiative
• High quality of work
• Consideration of data integrity, security & confidentiality at all times
• High standard of planning and organising workload