This individual will be the first line of support for our internal and external customers for all IT services and equipment. Will be managing the help desk tickets and assigning them to the second line of support when necessary. Will be configuring, setting up, monitoring, troubleshooting computers, phone systems, printers, AD logins and email accounts. This position performs analytical, technical, and administrative work in efforts to support local end-users, remote end-users, and production lines. Additionally this position utilizes global processes and tools to achieve the end results. The Support Analyst goal is to achieve total end-user satisfaction for technical issues by possessing exceptional customer service skills, willingness to work overtime, and most importantly working as a team.
Responsibilities:
Handle Tier 1 service desk tickets through Phone, voicemail, and webform ticketing system.
Manage SLA of all tickets to meet and exceed user expectations for timely service and resolution.
Create user and service accounts and configure hardware as part of the employee setup process
Follow up on all tickets in a timely manner and pursues issues through to resolution
Work with external customers for hardware and software support
Provide excellent customer service
Strong analytical ability to troubleshoot complex problems
Qualifications:
2-3 years’ experience working in a Windows based desktop support environment.
An Associate’s degree or Bachelor’s degree, or equivalent work experience
Solid Microsoft environment knowledge
Solid understanding of TCP/IP and networking principles
Strong interpersonal skills and organizational skills
Excellent written and oral communication skills
CompTIA A+ Certification
Category Code: JN008, JN022
Seniority level
Associate
Employment type
Contract
Job function
Information Technology
Industries
Technology, Information and Media
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