IT Support Analyst

Cooper Steel•Nashville, TN

11h•Onsite

About The Position

The IT Support Analyst is responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Requirements

Ensure proper computer operation so that end users can accomplish business tasks.
Receive, prioritize, document, and actively resolve end user help requests.
Use diagnostic and help request tracking tools.
Provide in-person, hands-on help at the desktop level.
Field incoming help requests from end users via telephone, e-mail, and chat/SMS.
Document all pertinent end user identification information.
Build rapport and elicit problem details from end users.
Prioritize and schedule problems.
Escalate problems when required.
Record, track, and document the help desk request problem-solving process.
Access software updates, drivers, knowledge bases, and frequently asked questions resources.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.
Assist in enterprise level software implementations.

Responsibilities

Promote a strong quality culture throughout the company maintaining Cooper Steel’s core priorities: Safety, Quality, Production
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Field incoming help requests from end users via both telephone, e-mail, and chat/SMS in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from end users.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
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.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications. (In person or through remote access)
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.
Assist in enterprise level software implementations as needed.
Other duties as assigned