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Technical Support Analyst - Tier 2

PURPOSE OF POSITION:

The role of the Technical Support Analyst is to assist customers who are experiencing procedural or operating difficulty with the use of IT applications, products or services. Very complex and/or high priority problems are elevated to specialized support groups for resolution, when needed. However, the Technical Support Analyst is responsible for service restoration, aiding support and guidance to Service Desk personnel as need to ensure an effective solution is provided to the user.

MAJOR RESPONSIBILITIES & ACCOUNTABILITIES

1. Provide escalated technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

2. Assists 5Q management and other senior technical operations staff in developing departmental, technical and operational guidelines and procedures.

3. Respond to queries either in person, via email or over the phone.

4. Write technical process and procedure documentation.

5. Experience with Exchange and O365, to include but not limited to, general user set up and configuration, but also data mining, email recover, quarantining & deletion.

6. Maintain daily operational SLA performance for individuals and team.

7. Provide Tier 1 escalation and assist customers through technical problem-solving process.

8. Install, modify, and repair client connectivity, hardware, software and applications.

9. Run diagnostic programs to resolve problems as well as experience with PowerShell scripting

10. Install and trouble shoot computer peripherals (printers, keyboards, etc) for client users.

11. Follow up with customers to ensure issue has been resolved.

12. Gain feedback from customers about issue resolution and quality of service.

13. Track, trend and report on service degradation's that repeat in nature.

14. Assists with desktop and laptop imagining and installation as needed.

15. Assists in the operations of enterprise systems as needed

16. Perform other duties as assigned

KNOWLEDGE AND SKILL REQUIREMENTS

1. Minimum of 5yrs in Help Desk operations and support, with Sr. Help Desk experience

2. Prefer 4yr degree in Computer Science or equivalent

3. Advanced knowledge of company supported applications.

4. Ability to learn and support new applications.

5. Requires sound interpersonal skills.

PHYSICAL DEMANDS / WORK ENVIRONMENT

This position is not a typical 8AM-5PM job. As issues warrant, it is very likely a candidate will be required to work above and beyond their normal schedule. Ability to use a keyboard to enter and retrieve data. Lifting and/or carrying of 15-30 lbs. or more.

Job Type: Full-time

Pay: $70,000.00 per year

Benefits: