Technology Service Analyst

Milner•Deerfield Beach, FL

About The Position

The Technology Service Analyst (TSA) provides technical support to end users via phone, remote access, and on-site visits as needed, with a focus on resolving issues as quickly as possible, including during the initial call whenever feasible. The TSA is capable of handling advanced issues involving complex systems, equipment, and configurations. Key responsibilities include logging and updating tickets in the tracking system; prioritizing, evaluating, and resolving support requests; performing on-site installation, configuration, maintenance, and repair of customer IT network and telephony systems; escalating issues in accordance with established procedures; and following up to ensure resolution and customer satisfaction. Issues that cannot be resolved or that require additional authority are escalated to the Manager. Achieves expected productivity levels associated with assigned workload and level of experience. Monitor customer environments with provided remote management tools Answer incoming phone calls and escalated phone calls to determine if remote support is an option. Assist customers remotely with software issues Assist customers remotely with desktop issues Repair equipment without recalls or delay Maintain schedule and stay on task Avoid unnecessary calls or recurring work Encourage purchase of maintenance contracts and accessories, assist in pursuing all opportunities Provide assistance to other TSAs with troubleshooting and preventative maintenance procedures Complete equipment installations remotely or onsite according to need and train customers in all operations of assigned equipment Ability to use experience and independent judgment to handle unique and sometimes complex situations. Ensures high-level customer satisfaction by providing end-user training on implemented solutions and advising customers on preventative maintenance procedures and configurations that may impact product and network performance. Depending on technical expertise and certifications, TSAs may be required to assist with projects outside of their immediate areas of responsibility. Participate in training and self-study programs to gain and maintain appropriate product knowledge Complete required paperwork and ticket updates in an accurate and timely manner on every call Write knowledge base articles of resolution to assist in future troubleshooting. Employee must complete required courses as described by Human Resources for all employees. This description presents the major responsibilities required for this job title. Individual positions may require the performance of additional duties as assigned. Secure and maintain work environment, PC, Phone, and other assigned equipment.

Requirements

4-year college degree in a technical (MIS, IT) program or equivalent education from other sources (Military or Tech School)
Technical hardware knowledge
Current Microsoft or equivalent networking/system certifications (Microsoft role base certifications, CompTIA Network+/Security+, Cisco CCNA, or equivalent)
Experience required in the following areas: Windows OS and common business applications (e.g., Microsoft 365)
Server operating systems
Apple operating systems
Advanced network training and hands-on experience
Experience installing network systems in the field
High level of network systems and troubleshooting
Excellent verbal and written communication skills
Excellent customer service skills
Ability to diagnose and troubleshoot methodically and efficiently
Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations
Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds
Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for position entails extensive use of personal car while on company business.

Responsibilities

Provide technical support to end users via phone, remote access, and on-site visits as needed.
Log and update tickets in the tracking system.
Prioritize, evaluate, and resolve support requests.
Perform on-site installation, configuration, maintenance, and repair of customer IT network and telephony systems.
Escalate issues in accordance with established procedures.
Follow up to ensure resolution and customer satisfaction.
Monitor customer environments with provided remote management tools
Answer incoming phone calls and escalated phone calls to determine if remote support is an option.
Assist customers remotely with software issues
Assist customers remotely with desktop issues
Repair equipment without recalls or delay
Maintain schedule and stay on task
Avoid unnecessary calls or recurring work
Encourage purchase of maintenance contracts and accessories, assist in pursuing all opportunities
Provide assistance to other TSAs with troubleshooting and preventative maintenance procedures
Complete equipment installations remotely or onsite according to need and train customers in all operations of assigned equipment
Ability to use experience and independent judgment to handle unique and sometimes complex situations.
Ensures high-level customer satisfaction by providing end-user training on implemented solutions and advising customers on preventative maintenance procedures and configurations that may impact product and network performance.
Depending on technical expertise and certifications, TSAs may be required to assist with projects outside of their immediate areas of responsibility.
Participate in training and self-study programs to gain and maintain appropriate product knowledge
Complete required paperwork and ticket updates in an accurate and timely manner on every call
Write knowledge base articles of resolution to assist in future troubleshooting.