Job SummaryA Technical Support Analyst is responsible for answering customer phone calls, fulfilling requests through a ticketing system and performing site visits when required. Provides prompt, high-quality customer support and communicates directly with customers to gain a full understanding of requests in order to provide the best solution. Works in close collaboration with other team members looking for ways to improve customer experience and services provided by IT. WHAT YOU WILL BE DOING:
- Documents work in the IT ticketing system and monitors the status of unresolved issues and communicate frequent updates with customers. Coordinates with other IT teams to ensure the customers' needs are met in a timely manner.
- Setup, configuration, and troubleshooting of desktops, laptops, tablets and printers.
- Setup, configuration and troubleshooting of Microsoft Windows operating systems, Microsoft Office suite and other company applications.
- Provides support to Retail environment applications and systems.
- Provides support for LAN/WAN connectivity, TCP/IP, and VPN.
- Setup, configuration and troubleshooting of mobile devices with MDM as well as standard desk phones.
- Administration of user accounts in Microsoft Active Directory and Oracle.
- Monitors environment health using tools provided and respond to issues accordingly.
- Coordinates vendor support calls when required.
- Provides analysis and removal of malicious threats when discovered.
- Processes incoming and outgoing shipments through IT inventory system.
WHAT IS REQUIRED:
- Two years of proven and/or relevant Help desk experience.
- General knowledge of IT structures and services to include a thorough knowledge of Windows 2010+ operating systems & Windows Server 2012+, knowledge of network protocols (TCP/IP, DHCP, DNS, and SMTP) and experience with PC peripherals.
- Proven ability to coordinate multiple tasks simultaneously and manage frequent interruptions.
- Ability to apply basic logic and understanding to carry out written, verbal or diagram form instructions.
- Strong problem-solving skills and the ability to quickly learn new technology.
- Possess strong problem diagnosis skills and the ability to work effectively under pressure.
- Must be able to work a flexible schedule, to include day, night and weekend shifts.
PREFERRED QUALIFICATIONS:
- Associate's Degree in Information Technology preferred.
- Experience with POS applications.