Technical Support Analyst I

MCSA•Lexington, KY

21h

About The Position

Under close supervision responsible for providing essential support for Information Technologies directly to management, staff, production, and office personnel as they utilize Information Technologies to advance the organization’s mission. Helpdesk staff work in a dynamic, fast-paced environment that provides services over the telephone, through e-mail, and by visiting our customers at various sites. The specific work assignment may include duties or activities of support in one or more of the following functional areas, in addition to other duties as assigned: Functional: Works directly with customers to resolve problems with desktop and networked services Gathers information, diagnoses customer needs, and conducts extensive research to find solutions to resolve reported problems Tracks detailed information concerning each customer’s service need through an on-line database Documents diagnostic steps utilized to troubleshoot the reported problem Ensures customer satisfaction in every step of problem resolution and confirms customer is able to access the required services or applications Provides support for telephone moves, additions, and changes for all telecommunications, including cellular devices Assists with ordering and coordinating ordering of equipment Aids in keeping support services running smoothly and efficiently Provides general information about computing services, including information about access to services provided Makes acute referrals to other service providers as needed for problems beyond the scope of services provided by the Helpdesk

Requirements

High School diploma
3-5 years of related experience, or an equivalent combination of education and experience is required

Responsibilities

Works directly with customers to resolve problems with desktop and networked services
Gathers information, diagnoses customer needs, and conducts extensive research to find solutions to resolve reported problems
Tracks detailed information concerning each customer’s service need through an on-line database
Documents diagnostic steps utilized to troubleshoot the reported problem
Ensures customer satisfaction in every step of problem resolution and confirms customer is able to access the required services or applications
Provides support for telephone moves, additions, and changes for all telecommunications, including cellular devices
Assists with ordering and coordinating ordering of equipment
Aids in keeping support services running smoothly and efficiently
Provides general information about computing services, including information about access to services provided
Makes acute referrals to other service providers as needed for problems beyond the scope of services provided by the Helpdesk