Technology Support Analyst

Regional Finance (Regional Management Corp.)•Greer, SC

About The Position

Under general supervision, the Technology Support Analyst provides Level 1 and Level 2 technical support for software, hardware, security, access management, and network issues. The analyst troubleshoots problems and guides computer users through solutions in a call center environment, communicating technical information in a clear, user-friendly, and professional manner. The role also provides one-on-one end-user training as needed and escalates complex problems to third-tier support while retaining accountability for the issue. Support is delivered by phone, email, intranet, or in person using IT Service Desk resources. Additional work includes tracking licenses; maintaining, upgrading, and configuring PCs; and maintaining and reporting on hardware and software inventory databases. The analyst also performs related work as required.

Requirements

Associate degree from a two-year college or technical school in Computer Science, Information Systems, or a related field.
One year of experience troubleshooting, repairing, and fixing hardware and software problems, or an equivalent combination of education and experience.
CompTIA A+ certification experience is required.
At least two years of experience working with a Microsoft Active Directory network.
Availability to work a flexible schedule; nights, weekends, and an on-call rotation may occasionally be required.
Must pass a drug screen and other pre-employment screenings.
Good interpersonal skills and the ability to work well with others, with a friendly presence and helpful attitude.
Excellent oral and written communication skills.
Good problem-solving skills; ability to handle changing traffic, remain productive during slow periods, multitask during busy periods, and maintain patience and professionalism in stressful situations.
Ability to work with or without supervision.
Maintain general knowledge of company guidelines, processes, practices, and procedures.
Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
Develop technical knowledge of systems used within the company and specialized knowledge of nominated areas.
Ability to move or lift equipment such as printers, workstations, and rack server items.

Nice To Haves

CompTIA Network+ and Security+ certifications, or an industry equivalent.
Previous customer service experience is strongly desired.

Responsibilities

Provide Service Desk support and resolve problems to the end user’s satisfaction.
Monitor and respond quickly and effectively to requests received through the IT Service Desk.
Identify, organize, prioritize, and escalate tickets; create tickets when problems or service requests are first reported; document open work orders; and proactively inform users of progress.
Modify workstation configurations, utilities, software default settings, and related items in a local workstation integrated with Active Directory.
Develop, document, and enforce internal procedures.
Assist with onboarding new users by provisioning user IDs, determining required equipment, and ensuring it is set up promptly and works as expected.
Create and maintain PC system images and troubleshoot systems supporting Windows 7 and Windows 10.
Install and test computer equipment, including desktops, laptops, monitors, memory chips, cabling, and accessories; configure end-user desktop hardware, software, and peripherals.
Comprehend instructions in order to make repairs.
Provide conference room support, including troubleshooting audio/visual equipment and assisting with initial meeting setup.
Coordinate repairs of computer or network equipment covered by third-party vendor maintenance agreements and repair computer equipment.
Maintain inventory of equipment, software, and software licensing.
Provide one-on-one end-user training as needed and escalate complex problems to third-tier support while maintaining accountability.
Track licenses and perform PC maintenance, upgrades, and configurations; maintain and report on hardware and software inventory databases.