Technology Support Analyst

Regional Finance•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 problems. The role helps users troubleshoot issues in a call center environment and communicates solutions in a clear, professional, user-friendly manner. Support is provided by phone, email, intranet, or in person using IT Service Desk resources. The analyst provides one-on-one end-user training as needed and escalates complex issues to 3rd Tier Support while retaining accountability for resolution.

Requirements

Associate degree from a two-year college or technical school in Computer Science, Information Systems, or a related field; alternatively, an equivalent combination of education and experience.
One year of experience troubleshooting, repairing, and fixing hardware and software problems, or an equivalent combination of education and experience.
CompTIA A+ certification is required.
At least 2 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.
Ability to pass a drug screen and other pre-employment screenings.
Good interpersonal skills and 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 manage changing workloads, multitask effectively, and remain patient and professional 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 support.
Develop technical knowledge of systems used within the company and specialized knowledge of nominated areas.
Ability to comprehend instructions in order to make repairs.
Ability to move or lift equipment, including 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 initial problems or service requests are reported; document open work orders; and proactively inform users of progress.
Modify workstation configurations, utilities, software default settings, and related settings for workstations integrated with Active Directory.
Develop, document, and enforce internal procedures.
Assist with onboarding new users by provisioning user IDs, determining required equipment, and ensuring equipment is set up promptly and works as intended.
Create and maintain PC system images and troubleshoot Windows 7 and Windows 10 systems.
Install and test computer equipment, including desktops, laptops, monitors, memory chips, cabling, and accessories; configure end-user desktop hardware, software, and peripherals.
Provide conference room support, including troubleshooting audiovisual 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 inventories of equipment, software, and software licenses, including inventory database maintenance and reporting.
Perform PC maintenance, upgrades, and configurations.
Provide one-on-one end-user training as needed and perform related work as required.