Technical Support Analyst
Post Date: 04/19/2017 Job ID: 22785
ROLE AND RESPONSIBILITIES
The Technical Support Analyst and Point of Sale Refresh project to provides first line technical support and customer service support to clients. The responsibilities include responding to Level I technical support incidents and requests as well as performing troubleshooting procedures and solving technical problems on computer hardware, software, components and network connectivity. This includes, but is not limited to desktop PC' s, laptops, scanners, printers, MS Office products, and various commercial and client proprietary software. The Technical Support Analyst I will also utilize remote access to client PCs to resolve complex issues. The Technical Support Analyst I will create and maintain network accounts using Active Directory or other cloud provider interfaces. In some cases, the Technical Support Analyst I will be required to travel to the client’ s location to deployment new equipment or resolve issues. The Technical Support Analyst I will process and manage customer contacts using various ticketing systems as well as utilize various support channels such as telephone, web, email, chat or by the Service Desk ticketing system. The Technical Support Analyst I will be responsible to maintain a high level of customer satisfaction.
The Technical Support Analyst I will be required to participate in creating knowledge base articles, blog posts, and social media updates.
A personality of wanting to make each client’ s users more productivity will be essential to success in this position.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
Must have Point of Sale experience
Must have Service Desk/Help Desk experience, or equivalent technical knowledge.
Experienced in use of Service Desk telephone and ticketing management software.
Technical proficiency with Microsoft and Mac operating systems, and Microsoft Office suite.
Excellent hardware and software troubleshooting skills.
Active Directory experience.
Demonstrate a high level of customer relationship skills to include professional telephone etiquette and face to face interaction.
Must maintain a professional appearance in dress, grooming, and hygiene.
The ability to effectively communicate with all levels of technology users and leadership.
Strong writing and verbal skills.
2 Years of College Education
Administrating Microsoft Office 365 Certification