Technical Support Analyst (Full-Time, Evening)
About The Position
The Technical Support Analyst works under the supervision of the Business Operations and Helpdesk Manager. Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization; analyzing calls to develop an understanding of the nature, importance and urgency of the problem; accurately documenting calls and/or service requests in a problem-tracking database system; personally resolving called-in problems or assigning those problems to the appropriate in-house staff member or outside vendor; assigning appropriate due dates; tracking problem calls using an incident management application to ensure solutions are arrived at in a timely manner; and follow-up with customers to ensure their satisfaction with the quality and timeliness of service provided. Another responsibility is managing complex, multi-level tasks that require planning, coordination and monitoring as a project.
Requirements
- Technical aptitude
- Experience with a wide range of PC and network-based information systems
- Excellent problem-solving skills to interpret user-reported problems and assign responsibility for resolving those problems to the most appropriate technical support resources
- Excellent communications skills, both oral and written, are necessary to work effectively with computer users and with I.S. staff and vendors
- Communicating throughout the day with people who have varied levels of understanding and skills relating to I.S. functions
Responsibilities
- Responding in an appropriate manner to incoming calls for help from all computer users in the organization
- Analyzing calls to develop an understanding of the nature, importance and urgency of the problem
- Accurately documenting calls and/or service requests in a problem-tracking database system
- Personally resolving called-in problems or assigning those problems to the appropriate in-house staff member or outside vendor
- Assigning appropriate due dates
- Tracking problem calls using an incident management application to ensure solutions are arrived at in a timely manner
- Follow-up with customers to ensure their satisfaction with the quality and timeliness of service provided
- Managing complex, multi-level tasks that require planning, coordination and monitoring as a project
- Computer Operations tasks necessary to ensure system availability and data integrity for many business critical systems and applications
- Provide and promote superior customer service at all times
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
