User Support Analyst

Dartmouth-Hitchcock Health•Bennington, VT

About The Position

A frontline technical support professional who provides effective and efficient end-user support, both over the phone and in person, for software and hardware issues. The role receives, documents, and handles tickets; provides information; attempts first-call resolution; and triages and escalates complex issues appropriately. The analyst must be able to work independently and as part of a team.

Requirements

High school diploma or equivalent.
Basic knowledge of troubleshooting methodologies.
Flexible schedule required.

Responsibilities

Provide frontline technical support in person, by telephone, through self-service tickets, and through other communication venues for moderately complex workflows and processes.
Document accurate assessments; analyze, troubleshoot, resolve, or appropriately escalate issues.
Monitor team work queues and take ownership of tickets according to priority and daily assignments.
Provide a high level of customer service by giving customers information, restoring services, providing specific services according to guidelines, and escalating tickets to higher levels of support.
Obtain pertinent information for ticket creation and provide customer-friendly resolutions.
Perform assigned analysis functions supporting new or upgraded vendors, in-house systems, and special projects.
Maintain proficiency with role-related tools, including the current software platform for ticket and problem management.
Use the ACD (Automatic Call Distributor) system within department guidelines.
Network and collaborate with other IS teams.
Present information in small and medium group settings and communicate the status of open problems or issues to concerned parties.
Manage assigned single-person or small-group projects from inception through completion using prescribed workflows, with minimal supervisor oversight.
Provide precepting, training, and assistance to team members.
Perform other duties as required or assigned.