What this Job Entails:
The IT Support Analysts will help in resolving a variety of technical problems.
Scope:
* Works on assignments that require considerable judgment and initiative. Makes recommendations for solutions
* Works within guidelines and takes ownership of results. May act as a mentor to less experienced team members
Your Roles and Responsibilities:
* Field incoming help requests from end users in a courteous manner.
* Document all pertinent end user identification information, including name, department, contact information, and nature of problem.
* Build rapport and elicit problem details from help desk customers.
* Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician.
* Apply diagnostic utilities to aid in troubleshooting.
* Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
* Identify and learn appropriate software and hardware used and supported by the organization.
* Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training.
* Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Required Qualifications/Skills:
* Associate's degree (A.A) or equivalent from two-year college or technical school and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience
* Networks with senior internal and external personnel in own area of expertise
* Demonstrates good judgment in selecting methods and techniques for obtaining solutions
* Knowledge of basic computer hardware and software
* Familiarity with desktop and server operating systems
* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
* Ability to conduct research into a wide range of computing issues as required
* Ability to present ideas in a user-friendly manner
* Analytical and problem solving abilities
* Exceptional customer service orientation
Preferred Qualifications:
* Knowledge of various operating systems and databases
* Knowledge of various programming languages
Physical Demand & Work Environment:
* Must have the ability to perform office-related tasks which may include prolonged sitting or standing
* Must have the ability to move from place to place within an office environment
* Must be able to use a computer
* Must have the ability to communicate effectively
* Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers