Senior Technical Support Analyst

Hajoca•Whitemarsh Township, PA

About The Position

This role functions as the first point of contact for Hajoca Profit Center and National Support Center support requests, providing technical and troubleshooting assistance related to computer hardware and software, mobile devices, and other tech tools and products. The analyst will document problems and conversations to create an incident that can be referenced by other technicians and for training purposes, all while providing world-class customer service and support. Responsibilities include providing technical assistance and support for incoming requests and phone calls related to computer systems, software, and hardware, logging all support interactions in the ServiceNow platform for accurate tracking, and guiding customers through the problem-solving process using remote assistance tools. The role also involves installing, modifying, and troubleshooting software to ensure proper functionality, acquiring foundational knowledge of Eclipse software support functions, and following up with customers to confirm issues are resolved to their satisfaction. Delivering exceptional customer service, suggesting improvements to procedures for enhanced efficiency and support, collaborating with the Infrastructure team as needed to resolve customer issues, and participating in required training to enhance technical skills are also key aspects. Additionally, the analyst will provide deskside support to internal teams as needed, successfully complete required safety and compliance training programs, and perform other reasonably related duties as assigned.

Requirements

Bachelor's Degree or the equivalent combination of education, professional training, or work experience.
2 or more years of experience with computer helpdesk support.
Strong knowledge of the MS Office productivity suite and Windows 10 and 11.
Experience working with an Incident Management tracking tool.
Possess knowledge of helpdesk software, hardware, and remote control assistance.
Familiar with client PC connectivity; including Ethernet, Wi-Fi, TCP/IP, and VPN.
Understanding of basic Active Directory concepts (security groups, Group Policy, etc.).
Excellent oral and written communication skills and the ability to convey answers, issues, and status changes in a clear, concise, and effective manner.
Excellent interpersonal skills and the ability to work effectively across all levels of the business.
Able to exercise professional judgment and assume responsibility for decisions which have impact on people and quality of service.
Strong attention to detail and the ability to meet deadlines.

Responsibilities

Function as the first point of contact for Hajoca Profit Center and National Support Center support requests, providing technical and troubleshooting assistance related to computer hardware and software, mobile devices, and other tech tools and products.
Document problems and conversations to create an incident that can be referenced by other technicians and for training purposes all while providing world class customer service and support.
Provide technical assistance and support for incoming requests and phone calls related to computer systems, software, and hardware.
Log all support interactions in the ServiceNow platform for accurate tracking.
Guide customers through the problem-solving process using remote assistance tools.
Install, modify, and troubleshoot software to ensure proper functionality.
Acquire foundational knowledge of our Eclipse software support functions.
Follow up with customers to confirm issues are resolved to their satisfaction.
Deliver exceptional customer service, consistently exceeding customer expectations.
Suggest improvements to procedures for enhanced efficiency and support.
Collaborate with the Infrastructure team as needed to resolve customer issues.
Participate in required training to enhance technical skills.
Provide deskside support to internal teams as needed.
Successfully complete required safety and compliance training programs as assigned.
Perform other reasonably related duties as assigned by immediate supervisor and other management as required.