Solutions Support Analyst

BioBridge Global • San Antonio, TX

3d

About The Position

The Solutions Support Analyst will be part of a desktop support team supporting customers from both local and remote sites. Must troubleshoot over the phone as well as desk side and be able to handle multiple responsibilities simultaneously. Responsible for the maintenance and repair of the organization’s desktops and applications that run on them. Will perform work assigned via the ticketing system and reports directly to the Desktop Support Manager. Commit to and abide by the character of BioBridge Global’s Core Values of Accountability, Stewardship, Pioneer, Integrity, Respect and Excellence (ASPIRE). Support, communicate and reinforce the mission and vision of the enterprise. Provide world class customer service by capturing and being responsive to the voice of the customer (internal or external, including donors for select positions) through multiple feedback channels in order to resolve issues and drive satisfaction in accordance with the BBG customer engagement, feedback, and complaint processes. It is essential that the incumbent have a valid driver's license and be at least 18 years old with a good driving record to meet organization driving standards.

Requirements

• Requires a high school diploma or general equivalency diploma.
• A+ certification or completion of the course or other technology related certification
• Texas Operators Driver’s License
• Requires one or more years of Windows based OS and PC hardware experience.
• Requires oneor more years as a Desktop or Helpdesk analyst.
• Must maintain knowledge of and perform according to Standard Operating Procedures (SOPs) and policies.
• Must have working knowledge of hardware and software platforms utilized by the organization to include MS XP and Windows 7 operating systems, Ghost and remote control software.
• Must have considerable knowledge of desktop support, PC hardware, PC office applications and PC peripherals.
• Must be capable of operating motor vehicles in all types of weather conditions.
• Must have excellent analytical skills to determine root cause and risk elements while considering alternative courses of action.
• Must have excellent problem solving and interpersonal skills.
• Must be able to keep information confidential.
• Must be neat in appearance and well groomed.
• Must be professional, detail oriented, self‐motivated, innovative, creative, assertive, organized, communicative, and have the ability to work independently.
• Must have ability to maintain and support computer hardware and software.

Responsibilities

• Install PCs and desktop applications to include upgrades as assigned.
• Log and update tickets via the ticketing system.
• Answer phones and perform level 1 and 2 troubleshooting.
• Use imaging software to load system images.
• Use Remote Control Software to resolve desktop issues.
• Attend, and participate in staff meetings and related activities; attend workshops to keep up to date with Desktop Support issues.
• Comply with all Standard Operating Procedures (SOPs) and policies.
• Oversee the installation and maintenance of all desktops, laptops, and related peripherals.
• Performs other duties as assigned.
• Perform and assume the duties and responsibilities of other team members as required by Desktop Support Manager.

Benefits

• Competitive salary
• 100% Employer Paid Life Insurance
• 401(k) with Employer Contribution
• 100% Employer Paid Long-term Disability Plan
• Paid Time Off (PTO)
• 100% Employer Paid AD&D
• Extended Illness Benefits (EIB)
• 100% Employer Paid Employee Assistance Program
• Shift Differentials
• Group Health Medical Plan with prescription coverage
• Paid Holidays
• Variety of Voluntary Supplemental Insurances
• Incentive Compensation Plan
• Voluntary Dental Coverage
• Educational Assistance Program
• Voluntary Vision

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED