Support Analyst

 

Job Title:  Support Analyst  FLSA Status: Exempt

 

Location:  Ryebrook, NY

 

 Supervisor’s Title: Senior Manager of Telecom and Support

 

General Summary:  Position supports technologically forward thinking company accepting of technological solutions.  Position requires combining technology with customer service and critical problem solving skills.  This position is responsible for providing first tier local and remote Helpdesk and Desktop end user support for the corporation.  This position incorporates a high visibility end user customer support role for nationwide operations. 

 

 

Essential Duties and Responsibilities:Provides first tier Helpdesk and Desktop customer support to both local and remote users residing at all Sentient Flight Group officesActs as the main customer service communication conduit for all IT related end-user support issuesUtilizes a customer service technical support system to record, track, follow-up, provide status and manage end user support requests and issuesMans Helpdesk call center support phones, responds to support inquires/requests and establishes trouble tickets as necessaryEscalates and interfaces with the second tier support group when necessary to resolve and follow-up on end users issuesAssigns support tickets to the appropriate second tier support staff when necessary to resolve end user issuesResponds and follows up on customer support issues in a professional and timely mannerPerforms basic system admin duties under the guidance of second tier supportSelects, procures, inventories, sets up and configures devices (Desktop, Laptops, PDA/SmartPhones, Video Eq, Digital Projectors, Accessories, etc) based on IT standardsInterfaces with necessary vendors to procure equipment and services for end-users Provides IT support for special events such as executive/user meetings, orientations, training and company conferencesParticipates in the establishment of IT standards, processes, procedures, and documentationSupports Citrix Desktops, Microsoft Office and other Desktop applications in addition to industry specific Business Applications Participates in research and developmentParticipates in Service Level Agreement tracking and reportingParticipates in periodical Customer Service review meetingsCompletes weekly status reportsCustomers range from technically savvy to new users.

 

 

Required Knowledge, Skills, and Abilities:Under Graduate Business/IT related DegreesSolid customer service/care communication management skills are essential. Ability to maintain strict confidentiality in all cases involving client aircraft operations and when dealing with sensitive or security issues

4.  Proven knowledge of Microsoft Office packages; Exchange/Outlook;  general software and hardware; Citrix software

5.  Basic knowledge of LAN and WAN technologies.

6.  Experience with Client Platforms and Operating Systems

7.  Extremely skilled and knowledgable of customer service techniques and ability to perform all job duties providing the highest level of service to both external and internal customers.

8.  Skill in organizing and performing detail-oriented and timely duties and functions.

9.  Ability to engage in work that is primarily intellectual and creative in nature as it pertains to trouble-shooting and solving end-user computer hardware, systems, and applications issues.

10. Excellent communication and interpersonal skills.

11. Ability to handle situations independently primarily, yet to know when to engage team peers or supervisors