Technology Service Analyst

Milner•Orlando, FL

2d•Hybrid

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.

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, AZ-900, or equivalent).
Experience required in Windows OS and common business applications (e.g., Microsoft 365).
Experience with Server operating systems.
Experience with Apple operating systems.
Advanced network training and hands-on experience.
Experience installing network systems in the field.
High level of network systems and troubleshooting skills.
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.
Employee must complete required courses as described by Human Resources for all employees.

Nice To Haves

Depending on technical expertise and certifications, TSAs may be required to assist with projects outside of their immediate areas of responsibility.

Responsibilities

Provides technical support to end users via phone, remote access, and on-site visits.
Resolves issues as quickly as possible, including during the initial call whenever feasible.
Handles advanced issues involving complex systems, equipment, and configurations.
Logs and updates tickets in the tracking system.
Prioritizes, evaluates, and resolves support requests.
Performs on-site installation, configuration, maintenance, and repair of customer IT network and telephony systems.
Escalates issues in accordance with established procedures.
Follows up to ensure resolution and customer satisfaction.
Achieves expected productivity levels associated with assigned workload and level of experience.
Monitors customer environments with remote management tools.
Answers incoming phone calls and escalated phone calls to determine if remote support is an option.
Assists customers remotely with software and desktop issues.
Repairs equipment without recalls or delay.
Maintains schedule and stays on task.
Avoids unnecessary calls or recurring work.
Encourages purchase of maintenance contracts and accessories, assists in pursuing all opportunities.
Provides assistance to other TSAs with troubleshooting and preventative maintenance procedures.
Completes equipment installations remotely or onsite according to need and trains customers in all operations of assigned equipment.
Uses 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.
Participates in training and self-study programs to gain and maintain appropriate product knowledge.
Completes required paperwork and ticket updates in an accurate and timely manner on every call.
Writes knowledge base articles of resolution to assist in future troubleshooting.
Performs other duties (e.g., emergency field response, including after-hours, weekend, and on-call support as required).
Secures and maintains work environment, PC, Phone, and other assigned equipment.