Technical Support Analyst

About the position

The Technical Support Analyst works with internal employees and external customers to provide hardware and software support for a wide range of technology challenges. This position will focus on customer service and technical solutions onsite and in a remote capacity leveraging telephone, e-mail, and in-person interactions. Technical Support Analysts support Weld County staff and citizens using efficient and effective communications during the lifecycle of a request with an emphasis on exceeding expectations. The role will also focus on the Weld County technology enhanced spaces through maintenance, setup, and support of all audio-visual configurations and components.

Responsibilities

• Receive, document, and respond to incoming calls, e-mails, walk-in, and/or off-site support requests.
• Perform detailed analysis, diagnosis, and resolution of complex end-user problems and provide recommendations to implement corrective solutions, including deskside repair as needed.
• Install, configure, test, maintain, and monitor end-user workstations and related hardware and software.
• Utilize and build upon established procedures related to the identification, categorization, prioritization, and resolution of client support requests.
• Develop and document technical resources for use by peers within the established knowledgebase.
• Document asset management changes within the inventory system.
• Receive and respond to incoming tickets regarding A/V and video conferencing equipment/software issues.
• Perform onsite analysis, diagnosis, and resolution of complex A/V hardware/software problems in the courtroom and recommend and implement corrective solutions.
• Develop long-term strategies and capacity planning to meet future A/V equipment and IT infrastructure technology needs.
• Assist with the procurement and coordination of A/V equipment installation.
• Develop A/V equipment standards and maintain documentation for all instances of A/V and video conferencing equipment.
• Troubleshoot video conferencing systems including Crestron, Cisco, QSC, and Logitech.
• Manage various vendor-based system installations and service issues and investigate new approaches to improve the A/V infrastructure.
• Develop, implement, and maintain policies, procedures, and associated training plans for A/V system administration and appropriate use.
• Provide end-user training to staff on the operation of various A/V and video conferencing technologies.

Requirements

• Bachelor's Degree preferred.
• 1 year Technical Support / Call Center / Desktop Support experience.
• 1 year Audio Visual Technology support experience.
• Experienced with the setup and configuration of Windows, Microsoft Office 365 products, and other standard/daily use applications.
• Knowledge of standard desktop and laptop hardware components and associated peripherals.
• Working knowledge of a range of diagnostic and mass deployment utilities.
• Familiarity with the advanced principles of ITIL and PMP.
• Proven track record of understanding and meeting customer expectations through service level agreements.
• Basic understanding of project management principles.
• Strong oral and writing skills. Must be able to interact with multiple groups within the team at many levels.
• Expertise working with varying A/V tools and utilities including Crestron, Cisco, and Logitech.
• Familiarity with CJIS, HIPAA, and PCI policies and procedures.

Nice-to-haves

• CompTIA A+ Certification preferred.
• HDI - Help Desk Institute preferred.
• Information Technology Infrastructure Library (ITIL) preferred.

Benefits

• Generous benefits offered as detailed in the provided link.