Lead Technical Support Analyst

OrthoCarolina•Charlotte, NC

About The Position

At OrthoCarolina, our team is our greatest asset and the foundation of our success. We are a diverse group of individuals, accountable to each other to uphold the standards of excellence and promote an environment of teamwork throughout the organization. OrthoCarolina has 43 unique care locations with over 1300 professionals who share a common goal to make lives better. OrthoCarolina has an opportunity for a User Experience Analyst to work with our Information Technology Team. The User Experience Analyst is responsible for troubleshooting, triaging, and resolving hardware and software challenges affecting the business. This individual will be service-minded and will work to bring all issues to resolution. The candidate will work closely with our customers to produce happy, growing, and referenceable engagements.

Requirements

Significant technical experience and a demonstrated track-record of using that experience to drive resolution of complex support issues.
Strong analytical skills
Exceptional organizational skills
Ability to collaborate with internal and external stakeholders to foster customer satisfaction.
Associate degree or Certification in a technology services/technical discipline, or equivalent work experience
CompTIA A+ certification strongly preferred
3-5 years of IT Support experience
Strong analytical and problem-solving skills.
Excellent communication and ability to interface with end users at all levels

Nice To Haves

CompTIA A+ certification

Responsibilities

Analyzes and resolves incidents and requests regarding use of application software or hardware.
Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Document’s resolutions and updates self-help and staff knowledge bases
Provides support for the testing of new and upgrading of existing software applications and hardware as needed.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Integrates and supports new and existing architectural features into infrastructures, implements artifacts, provides analysis of system features and relates existing system/applications and security to future needs and trends, provides engineering recommendations, and resolves integration and testing issues