IT Support Analyst 2

The Service Desk Analyst is a member of the Service Desk team. They are responsible for first level technical support of all supported applications. The will respond to user inquiries regarding incidents with applications, networks, platforms, and servers. In addition, they will answer questions via phone and electronic mail related to the use of supported software and hardware systems. They will escalate to L2 and L3 as appropriate.

1. Provides technical support by phone to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software applications.

2. Thoroughly documents all work completed into the appropriate call-tracking and incident management systems.

3. Routinely utilizes and contributes to the knowledgebase and actively promotes utilization to both internal and external customers.

4. Ensures appropriate and accurate escalation of incidents that require resolution by other IT groups beyond the Service Desk.

5. Assist in the on-boarding and training of new employees.

6. Other duties as assigned

EDUCATION

Associate degree in information systems, Business, or related field, or equivalent experience.

TECHNICAL SKILLS

Computer hardware components, systems, and peripherals

Basic computer software applications including MS Office products, email, Internet access, and multimedia technology

Knowledgeable with LAN or WAN networking

Working knowledge of Windows OS

SPECIAL REQUIREMENTS SPECIFIC TO JOB

Passion for and responsibility to the customer

Personal and corporate integrity

Friendly presence, helpful attitude, and self-motivated with demonstrated interpersonal skills

Good organizational and problem-solving skills

Ability to multitask

Ability to work in a highly collaborative environment

Ability to work a flexible schedule including overtime as required

EXPERIENCE

PC support background and experience working in a call center / phone support environment.