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Technical Support Analyst

Company: CSS Tec
Location: Fishers
Posted on: March 21, 2020

Job Description:

Job Title Technical Support Analyst Department IT Enterprise Technical Support Reports To Director of IT ndash Enterprise Support Center DESCRIPTION Seeking a highly motivated individual to join our Elite Technical Support Center team in supporting our Core Platform areas. Serves as the primary point of contact for users experiencing computer-related problems. Resolves technical problems in a call centerservice desk environment. Uses exceptional customer service skills and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on software andor hardware products. The ideal candidate is someone with strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture. KEY RESPONSIBILITIES bull Take incoming requests for support via phone, gather information from end user, create trouble ticket, resolve the issue if feasible, or escalate the ticket. bull Contact user for follow up to confirm resolution, gather additional information, or provide updated information using ticketing system. bull Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation. bull Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction. bull Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary. bull Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel. bull Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software. bull Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades. bull Create and implement new processes to improve efficiency and customer satisfaction while reducing costs. bull Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures bull Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation. bull Provide off-hours support as required to perform job functions and ensure service delivery bull Work with other IT departments and act as onsite troubleshooting resource for hardware and networking equipment. bull Support Center Reporting ndash Generate reports on daily basis ndash number of tickets openedclosed, current status of tickets, customer impacts, root cause analysis documents, and other reports as applicable. bull Documentation ndash a. Identify gaps and assist in development and maintenance of Support Services and end user documentation (SharePoint Wiki MS teams knowledge a plus) b. Modify and create knowledgebase entries bull HardwareSoftware support and deployment a. Install and configure desktops, laptops, and servers to specifications b. Perform ongoing upgrades and patches as required c. Evaluate out of date hardware and assist in preparation for disposaldonation bull Security Awareness ndash Understanding of security impacts of end user requests and ensure adherence to company guidelines General Job Functions bull Assist in development of departmental policies and procedures bull Define and assist in deployment of Process Improvements bull Assist in continuous development of Support Services procedures bull Interacts with vendors, purchases or returns items and coordinates warranty issues in order to procure requested items and resolve service issues bull Identifies deficiencies communicates and coordinates improvement efforts to increase Service Desk efficiency. bull Develops and continually updates training material for new and existing Service Desk staff. bull Maintains high level of technical skill in field of expertise. QUALIFICATIONS, EXPERIENCE, KNOWLEDGE and SKILLS bull Bachelor's degree or equivalent combination of education and experience bull At least 3-4 years working experience in the IT field bull Solid Understanding of ITIL Frameworks bull Experience and knowledge with creating and abiding by Service Level Agreements (SLA) Knowledge of ITSM tools (BMC, Cherwell, LabTech) bull Experience with enterprise Systems Management tools such as BMC Client Management. LANDesk or Microsoft SCCM is a plus. bull Technical Certifications A+, MCSE, MCTS, MCITP, HDI, ITIL is a plus bull Must have hands on experience in handling Phone based support activities for 1000+ user base bull Excellent communication and interpersonal skills bull Excellent client service skills in a demanding, deadline-driven environment bull Advanced knowledge of Microsoft operating systems, HPDell hardware and desktop Enterprise based software bull Experience working with company applications, development policies, and procedures bull Experience working with company software and hardware products and related business issues that may impact overall business plans Preferred Skill Sets bull Mortgage or Finance Background (nice to have) bull Dell Hardware Experience bull Amazon Workspace (virtual desktop) bull Microsoft Multi-Factor Authentication bull Strong O365, Office 2016, Microsoft Outlook, Skype, Microsoft Teams bull BitLocker Encryption bull Cisco VPN AnyConnect client bull RSA Authentication Manager bull Interactive Client (i3) (nice to have) bull Group Policy Active Directory Understanding bull Polycom desktopconference phones (e.g. VVX 400, IP Sound station IP 7000) bull Application install experience with App development tools (e.g. Oracle, SQL Server, Monarch) bull Printer Management (building print queues, configuring multifunction printers (e.g. Xerox, Ricoh, Savin

Keywords: CSS Tec, Fishers , Technical Support Analyst, IT / Software / Systems , Fishers, Indiana

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