Technical Support Analyst

Contributes to the IT Support job family in a support capacity. Provides guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT. Responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of hardware and software problems of all installed application hardware and software products supported by IT. Records inquiries, repair and service requests, resolves or directs requests to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction. Escalates to or consults with senior staff when solution is unclear. Reports problems with procedures and makes suggestions for improvements. Completes output (documents, analyses, product) in specific work area to appropriate time and quality targets. Works under own initiative, prioritizes own work, and meets agreed timescales. Work is subject to frequent review by more experienced professionals in IT Customer Support.

• .Strong knowledge of the following is preferred
• Microsoft operating systems and Microsoft Office.
• Networking switches and data networks.
• IP telecommunications systems.
• Capability to analyze problems and use sound judgement for determining solutions.
• Ability to clearly communicate with customers and other IT staff.
• At least 1 Year PC / LAN technical or equivalent experience preferred.
• Aptitude for providing strong customer service through interactions and communications, verbally and written.
• A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.
• Willingness for continuing enhancement of technical skills through education / seminars and interaction with other IT discipline
• 1 to 3 years of experience required.
• Associate degree and / or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded.
• A+ certification or equivalent combination of education, training, and experience.