Computer Support Analyst - 1st Shift

Dayton-Phoenix Group•Dayton, OH

12d•Onsite

About The Position

The Computer Support Analyst installs, modifies, and performs minor repairs on personal computer hardware and software, and provides technical assistance and training to system users. The role serves as first-line support for corporate computer and telephone users, managing requests through a ticketing system and providing troubleshooting and training by email, phone, and in person. It also monitors endpoint detection, response, and security alerts, and troubleshoots and maintains workstations, printers, telephones, and related equipment. The analyst assembles, configures, and delivers computer equipment; maintains hardware, software, and printer inventories; coordinates hardware repairs with vendors; performs basic network administration; and assists the Network Engineer and Systems Administrator with troubleshooting and deployments. The position also supports corporate technology projects as directed by the Corporate IT Manager and documents job functions and training materials. Duties are performed onsite, with typical travel of 0–15%.

Requirements

Bachelor of Science in a computer discipline and at least 2 years of related experience, or an equivalent combination of education and experience.
High school diploma or GED.
Knowledge of customer service principles and practices, including assessing needs, providing appropriate solutions, meeting quality and timeliness standards, and evaluating customer satisfaction.
Demonstrated courtesy and respect toward customers, team members, and management.
Discretion and ability to maintain confidentiality where appropriate.
Effective written and in-person communication skills, including English composition and attentive listening.
Ability to analyze and troubleshoot complex problems, identify and implement solutions, and objectively assess results.
Strong reading, online research, and critical-thinking skills.
Commitment to improving knowledge and skills through training.
Knowledge of electronics and computer hardware, including building computers and performing basic repairs such as replacing storage drives, memory, and processors.
Ability to install, configure, and use operating systems, office suites, email clients, and utility programs.
Basic PowerShell scripting knowledge.
Basic endpoint networking knowledge, including TCP/IP, DNS, and DHCP.
Mathematics knowledge, including alternative bases, calculations, decimals, fractions, percentages, and averages.
Basic project planning and management skills, including breaking projects into tasks, identifying resources, and tracking progress.
Ability to manage time and tasks, prioritize work, and recognize tasks requiring immediate attention.
Ability to monitor one’s performance, accept feedback, and make improvements or take corrective action.
Ability to perform the job functions with or without reasonable accommodations.
When on the factory floor, use ANSI-approved safety glasses and steel-toe shoes; hearing protection is occasionally required.
Ability to meet the stated physical demands, including occasionally lifting or moving up to 50 pounds.

Nice To Haves

CompTIA A+, Network+, Security+, and/or Microsoft EAA certifications.
Additional programming experience.

Responsibilities

Provide first-line support for corporate computer and telephone users, logging and managing requests through a ticketing system.
Provide training and troubleshooting to internal customers by email, phone, and in person.
Monitor and triage alerts from endpoint detection and response and security monitoring tools, escalating and remediating threats according to established procedures.
Evaluate and troubleshoot hardware and software problems on workstations, printers, and telephones, including issues identified through remote monitoring and management tools.
Maintain, upgrade, and repair computer hardware and software.
Assemble, configure, and deliver new and reused computer equipment.
Maintain computer hardware and software inventories and spare hardware stock.
Coordinate with service vendors to schedule and verify repairs of printers and other hardware.
Maintain printer inventory and maintenance contracts.
Dispose of old equipment.
Perform basic network administration, including user setup and print job management.
Assist the Network Engineer and Systems Administrator with troubleshooting and deployment.
Manage or assist with corporate projects and tasks involving computer or telephone technology, as directed by the Corporate IT Manager.
Document job functions and create training materials.