Technical Support Analyst

Under close supervision responsible for providing essential support for Information Technologies directly to management, staff, production, and office personnel as they utilize Information Technologies to advance the organization’s mission . Helpdesk staff work in a dynamic, fast-paced environment that provides services over the telephone, through e-mail, and by visiting our customers at various sites. The specific work assignment may include duties or activities of support in one or more of the following functional areas, in addition to other duties as assigned:

Functional:

• Works directly with customers to resolve problems with desktop and networked services
• Gathers information, diagnoses customer needs, and conducts extensive research to find solutions to resolve reported problems
• Tracks detailed information concerning each customer’s service need through an on-line database
• Documents diagnostic steps utilized to troubleshoot the reported problem
• Ensures customer satisfaction in every step of problem resolution and confirms customer is able to access the required services or applications
• Provides support for telephone moves, additions, and changes for all telecommunications, including cellular devices
• Assists with ordering and coordinating ordering of equipment
• Aids in keeping support services running smoothly and efficiently
• Provides general information about computing services, including information about access to services provided
• Makes acute referrals to other service providers as needed for problems beyond the scope of services provided by the Helpdesk

• 3-5 years of related experience, or an equivalent combination of education and experience is required

We are equal opportunity/affirmative action employers, committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status, or any other protected characteristic under state or local law.