Support Analyst I
The Support Analyst/Service Desk Technician is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
Responsibilities
- IT Support relating to technical issues involving Microsoft server, desktop, and software technologies
- Support of disaster recovery solutions
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Basic remote access solution implementation and support: VPN, Terminal Services, 2x, and Citrix
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- System documentation maintenance and review
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outage
- Communicate and report directly with Support Manager daily
Additional Duties
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Work with the Help Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Escalate service requests that require engineer level support
- Responsible for entering time and expenses in business database daily
- Enter all work as service tickets
Required Skills and Qualifications
- College degree preferred
- A+, Network +, MCSE/MCSA, CSSA, CCNA are all beneficial certifications
- Reliable transportation required
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Excellent customer service and communications skills
- Excellent troubleshooting and problem solving skills
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Self-motivated with the ability to work in a fast paced environment
- Willingness to work extended hours or weekends when necessary
- Experience with virtualization technologies such as VMware and Microsoft Hyper-V is a plus
- Experience with ConnectWise or LabTech is a huge plus
