Technical Support Analyst

About the position

The Technical Support Analyst is responsible for providing technical assistance and support for hardware, software, and network issues encountered by institution users. This role involves diagnosing problems, troubleshooting issues, and offering solutions to ensure that technology resources function effectively and meet the needs of the institution's community.

Responsibilities

• Provide technical assistance and support to users experiencing hardware, software, and networking issues within the institution.
• Diagnose and troubleshoot technical problems, utilizing remote access tools and diagnostic software to resolve issues efficiently.
• Maintain detailed documentation of support requests, resolutions, and user interactions to ensure accurate tracking and reporting of technical support activities.
• Assist in the installation, configuration, and maintenance of computer systems, peripherals, and software applications to ensure optimal performance.
• Educate users on best practices for technology use and cybersecurity awareness, promoting safe computing habits across the institution.
• Prepare and deliver training sessions and workshops to help users become more proficient in using technology resources and software applications.
• Monitor and manage support ticketing systems, ensuring timely responses and resolution of user requests in accordance with established service level agreements.
• Stay informed about emerging technologies and trends in technical support, recommending tools and solutions that could enhance support services and efficiency.
• Collaborate with Information Technology teams to identify and implement improvements to support processes and workflows, enhancing the overall user experience.
• Perform other job-related duties as assigned.

Requirements

• Associate Degree in related discipline or equivalent combination of education and experience.
• Two or more years of relevant experience.

Nice-to-haves

• Bachelor's Degree
• Experience with Implementation and Application Support/Maintenance of the Deltek Costpoint system including the Contract Management Application.
• Ability to configure out of the box functionalities and build extensibilities using Java in Deltek Costpoint.
• Experience with data analysis and support for Oracle and SQL databases, developing reports using Cognos and other reporting tools.
• Experience with Java, SQL, SQL Script.
• Knowledge of REST Webservices.
• Experience in troubleshooting and providing application support for escalated and complex issues for the Deltek Contract Management Systems and its integrations.
• Certifications in specific software supported.
• Three to four years of job-related experience.