Job Description
Job Description SUMMARY
As a member of the IT Help Desk team, the Technical Support Analyst provides outstanding customer service and technical assistance to end-users across all levels of technical proficiency.
ESSENTIAL FUNCTIONS AND DUTIES
Provides tier one and tier two support to end-users reporting technical problems related to personal computers, mobile devices, business applications, authentication, and connectivity
Provides both in-person and remote assistance to end-users
Processes requests for software installation and permission change
Receives and records incoming user calls and electronic tickets
Watches ticketing queue and works tickets in accordance with priority, ensuring timely resolution of issues and requests
Documents incident and request tickets as directed by management
Escalates or coordinates resolution of complex incidents to the appropriate support tier or specialist when resolution cannot be secured by the Help Desk team
Deploys and retrieves IT assets to and from end-users, ensuring proper tracking and documentation
Maintains inventory of IT assets, including tracking license utilization and assisting in asset audits
Participates in the testing and deployment of major systems or infrastructure changes
Participates in the daily systems check process and the monitoring of the IT infrastructure
Reports system and network outages following established process
Interfaces with appropriate vendors and contractors to service or repair equipment as needed
Participates in the creation and maintenance of work instructions and procedures
Participates in the continuous improvement of our systems, services and processes
Participates in special projects as directed by management
Provides training or guidance to end-users and team members as required.