Computer Support Analyst - 1st Shift

Dayton Phoenix Group•Dayton, OH

11d•Onsite

About The Position

The Computer Support Analyst installs, modifies, and performs minor repairs to personal computer hardware and software, and provides technical assistance and training to system users. The role provides first-line support to corporate computer and telephone users, manages issues through a ticketing system, and troubleshoots equipment and software both onsite and remotely. It also monitors security alerts, supports basic network administration, maintains equipment and inventory, and assists with technology projects under the direction of the Corporate IT Manager. The position is performed onsite, with typical travel of 0–15%. When working on the factory floor, the employee must use eye protection (ANSI-approved safety glasses) and steel-toe shoes; hearing protection is occasionally required. The role includes varied physical activity and occasional lifting or moving of up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Bachelor of Science in a computer discipline and 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, developing solutions, meeting quality and timeliness standards, and evaluating customer satisfaction.
Demonstrated courtesy and respect for customers, team members, and management; discretion in handling confidential information.
Effective written and in-person communication skills, including English-language composition and attentive listening.
Ability to analyze and troubleshoot complex problems, identify and implement solutions, and assess results objectively, including comparing cost, effort, and likelihood of success among alternatives.
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 component repairs or replacements.
Ability to install, configure, and use computer software, including operating systems, office suites, email clients, and utility programs.
Basic PowerShell scripting skills.
Basic endpoint networking knowledge, including TCP/IP, DNS, and DHCP.
Mathematical knowledge, including calculations involving decimals, fractions, percentages, averages, and alternative bases.
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 identify matters requiring immediate attention.
Ability to monitor personal performance, accept feedback, and make improvements or corrective actions.
Ability to perform the job functions with or without reasonable accommodations.
Ability to meet the role’s physical demands, including varied postures and movement and occasional lifting or moving of up to 50 pounds.
Use required personal protective equipment when on the factory floor.

Nice To Haves

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

Responsibilities

Serve as first-line support for corporate computer and telephone users, logging and managing problems and requests through a ticketing system.
Provide training and troubleshoot issues for internal customers by email, phone, and in person.
Monitor and triage alerts from managed endpoint detection and response (EDR) 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 (RMM) tools.
Maintain, upgrade, and repair computer hardware and software.
Assemble, configure, and deliver new and reused computer equipment.
Maintain computer hardware and software inventory and spare hardware stock.
Coordinate with service vendors to schedule and verify printer and other hardware repairs.
Maintain printer inventory and maintenance contracts.
Dispose of old equipment.
Perform basic network administration functions, such as user setup and print job management.
Assist the Network Engineer and Systems Administrator with troubleshooting and deployment.
Manage or assist with corporate computer- or telephone-technology projects and tasks as directed by the Corporate IT Manager.
Document job functions and create training materials.
Perform other duties as required.