IT Support Analyst -Level I Opening

The Timberline Group•Saint Louis, MO

14d

About The Position

The IT Support Analyst will provide excellent customer service through incoming phone calls to the IT Service Desk while assisting customers with routine incidents and routing tickets to appropriate teams. This role involves answering technical phone calls, gathering information, interpreting technical requests, and directing them to the correct support teams for resolution. The analyst will use procedures, policy, and knowledge base information to resolve routine user problems and escalate issues that cannot be resolved at Level 1. Additionally, the role includes assisting with the coordination of third-party support technicians, updating customers on ticket status, documenting interactions in Microsoft Dynamics CRM, and monitoring the Service Desk email as a backup administrator.

Requirements

Associate's degree (A. A.) or equivalent from a two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Self-starter who can work well with people at all levels in a professional manner.
Superior listening skills – Ability to listen carefully and understand a customer’s situation clearly.
Strong customer service skills – Ability to properly handle customer requests, concerns, etc. in a patient, helpful, and professional manner.
Strong interpersonal skills – Ability to create positive interactions with customers and peers.
Strong written and oral communication skills.
Ability to work independently or within a team to efficiently and effectively resolve customer concerns or issues.
Ability to manage and prioritize multiple issues.
Excellent organizational and time management skills.
Ability to adapt easily to a constantly changing environment.
Understanding of basic computer/network concepts.
Experience in Microsoft Office applications including but not limited to MS Word, Excel, Power Point, and Outlook.
High call volume experience.

Responsibilities

Provide excellent customer service through incoming phone calls to the IT Service Desk.
Answer all incoming technical phone calls and gather appropriate information.
Interpret and differentiate incoming customer technical requests, questions, concerns, and incidents.
Direct and expedite requests to the appropriate support teams for resolution.
Use procedures, policy, knowledge base information, and other reference materials to provide incident resolution and closure for routine user problems.
Route tickets for issues which cannot be resolved at Level 1 to the appropriate group.
Assist with coordination of third-party support technicians via telephone and email to schedule on-site visits for hardware/software issues.
Assist customers via phone regarding the status of active service desk tickets.
Open and properly categorize tickets using Microsoft Dynamics CRM case management system for reported issues.
Document details of customer interactions accordingly and provide follow-up as needed.
Escalate reported issues to the appropriate service desk tier/management for diagnosis and resolution.
Act as backup administrator for monitoring of the Service Desk email.
Complete miscellaneous projects/duties as assigned by management.