Computer Support Analyst - 1st Shift

Dayton-Phoenix Group•Dayton, OH

1d•Onsite

About The Position

Installs, modifies, and makes minor repairs to personal computer hardware and software systems, and provides technical assistance and training to system users by performing job functions. Serves as first-line support for all corporate computer and telephone users, logging and managing customer problems and requests via a ticketing system. Provides training and troubleshooting to internal customers via email or phone, and in person. Monitors and triages alerts from managed endpoint detection and response (EDR) and security monitoring tools, escalating and remediating threats according to established procedures. Performs evaluation and troubleshooting of hardware and software problems on all workstations, printers, and telephones, including issues identified through remote monitoring and management (RMM) tooling. Performs maintenance, upgrades and repairs on computer hardware and software. Assembles, configures and delivers new and reused computer equipment. Maintains computer hardware and software inventory and spare hardware stock. Coordinates with service vendors to schedule and verify repairs of printers and other hardware. Maintains printer inventory and maintenance contract(s). Disposes of old equipment. Performs basic network administration functions (ex. user setup and print job management). Assists Network Engineer and Systems Administrator with troubleshooting and deployment. Manages and/or assists with corporate projects and tasks that involve computer or telephone technology, as directed by the Corporate IT Manager. Documents job functions and creates training materials.

Requirements

Knowledge of principles and practices for providing excellent customer service. This includes accurately assessing needs, generating appropriate solutions, meeting quality and timeliness standards, and evaluating customer satisfaction.
Demonstrated courtesy and respect for the time, feelings, and circumstances of customers, team members, and management.
Discretion and the ability to keep information confidential where appropriate.
Ability to communicate effectively both in writing and in person. This includes knowledge of the English language – meaning, spelling, and pronunciation of words, as well as rules of composition. It also includes giving full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate.
Ability to analyze and troubleshoot complex problems, to identify, evaluate, and implement solutions, and to objectively assess the results. This includes using research and reasoning to compare cost, effort, and likelihood of success for alternative solutions.
Strong skills in reading, online research, and critical thinking.
Dedication to improvement of knowledge and skills through various forms of training.
Knowledge of electronics and computer hardware, including building new computers and performing basic repairs – replacing storage drives, memory, processors, etc.
Facility with installing, configuring, and using computer software such as operating systems, office suites, email clients, utility programs, etc.
Basic knowledge of Powershell scripting, with additional programming experience a plus.
Basic networking knowledge as relates to endpoint devices – TCP/IP, DNS. DHCP, etc.
Knowledge of mathematics, including alternative bases, calculations, decimals, fractions, percentages, and averages.
Basic project planning and management skills, including breaking down a project into tasks, identifying required resources, and tracking progress.
Ability to manage one's own time and tasks to accomplish work and maximize productivity. This includes analyzing and prioritizing tasks, recognizing those that need immediate attention.
Ability to monitor and assess one’s own performance, to gracefully accept feedback, and to make improvements or take corrective action.
BS in a computer discipline and 2+ years’ related experience, or equivalent combination of education and experience required.
High School Diploma or GED required.

Nice To Haves

CompTIA A+, Network+, Security+, and/or Microsoft EAA certifications preferred.

Responsibilities

Serves as first-line support for all corporate computer and telephone users, logging and managing customer problems and requests via a ticketing system.
Provides training and troubleshooting to internal customers via email or phone, and in person.
Monitors and triages alerts from managed endpoint detection and response (EDR) and security monitoring tools, escalating and remediating threats according to established procedures.
Performs evaluation and troubleshooting of hardware and software problems on all workstations, printers, and telephones, including issues identified through remote monitoring and management (RMM) tooling.
Performs maintenance, upgrades and repairs on computer hardware and software.
Assembles, configures and delivers new and reused computer equipment.
Maintains computer hardware and software inventory and spare hardware stock.
Coordinates with service vendors to schedule and verify repairs of printers and other hardware.
Maintains printer inventory and maintenance contract(s).
Disposes of old equipment.
Performs basic network administration functions (ex. user setup and print job management).
Assists Network Engineer and Systems Administrator with troubleshooting and deployment.
Manages and/or assists with corporate projects and tasks that involve computer or telephone technology, as directed by the Corporate IT Manager.
Documents job functions and creates training materials.