Technical Support Analyst

Responsibilities

 

·  Log Help Desk tickets in response to telephone calls, emails, and walk-ins made by end users

·  Provide support to end users experiencing problems with hardware, operating system, application, connectivity or other computer-related issues

·  Troubleshoot Remote Access for remote end users

·  Provide support for telecommunications and wireless technology; i.e. BlackBerry, Wireless cards, Cell phones and Bluetooth devices

·  Provide group and individual training when requested

·  Monitor trends in Help Desk ticket system to suggest improvements to management

·  Identify and escalate network or computer system problems to appropriate individuals

·  Document and maintain IT Knowledgebase and Procedures

·  Manage Active Directory Computer accounts and reset User Account passwords

·  Image and deploy end user PC

·  Prepare and install new hire set ups

·  Maintain Inventory Management, Purchase Orders and Receiving

·  Establish relationship and communicate with third party vendors

·  Interface and maintain communication with other Information Technology staff

·  Contribute with the planning and execution of departmental projects as assigned by management

·  Assist with other duties assigned by immediate supervisor

 

Requirements

 

·  Associate’s Degree or other technical discipline in a computer related field

·  2-4 years working experience in Desktop and Network Support

·  Knowledge of basic network troubleshooting, Microsoft Windows OS, MAC OS, Microsoft Office, PC Hardware, Peripherals, Wireless Technology

·  Self motivated and able to handle multiple tasks and priorities to ensure customer satisfaction

·  Excellent verbal and written communication skills