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Senior Support Analyst
2 months ago
Job Type
Full-time
Description
The Senior Support Analyst is responsible for providing advanced technical support and assistance to end-users within the organization. This position requires a high level of technical expertise and excellent customer service skills to troubleshoot, diagnose, and resolve complex IT issues. The Senior Support Analyst will work closely with the IT support team as well as the System Engineering team and play a critical role in ensuring the organization's technology infrastructure runs smoothly. Occasional travel to local offices and client locations as needed.
This position can be located in either our Lancaster or Harrisburg, Pennsylvania office.
Key Responsibilities:
- Advanced Technical Support: Provide level 2 support to end-users, addressing a wide range of hardware and software issues, including desktops, laptops, mobile devices, operating systems, applications, and network connectivity.
- Critical Thinking: Ability to analyze information and make reasoned decisions using, open-mindedness, logic, experience, and industry best practices.
- Problem Resolution: Analyze and diagnose complex technical problems, providing effective solutions to minimize downtime and disruptions. Escalate issues to appropriate teams when necessary.
- Technical Documentation: Create and maintain detailed documentation, including knowledge base articles and support procedures, to streamline issue resolution processes and improve efficiency. Personal note taking being a critical documentation skill for this position.
- End User Training: Offer training and guidance to end-users on utilizing software and hardware effectively, enhancing their overall IT proficiency.
- Asset Management: Assist in tracking and managing IT assets, including hardware and software licenses. Maintain an up-to-date inventory of equipment and software.
- Security Compliance: Work with our Cybersecurity Analyst to enforce IT security policies and procedures, ensuring that all devices and systems adhere to security best practices.
- Collaboration: Collaborate with the IT team to implement and maintain IT infrastructure, systems, and software including upgrades and patches.
- Customer Service: Provide exceptional customer service by delivering timely, professional, and courteous support to end-users. Maintain a high level of customer satisfaction.
- Problem Escalation: Identify issues that require escalation to higher-level technical teams and communicate effectively to ensure rapid resolution.
- Performance Monitoring: Monitor system performance and identify areas for improvement or optimization. Propose and implement improvements as needed.
- Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience).
- 5+ years of experience in a technical support role is required, preferably in a level 2 or senior helpdesk capacity.
- Proficiency with Windows and macOS operating systems.
- Strong knowledge of common business applications (Microsoft Office Suite, email clients, etc.).
- Strong Office 365 knowledge and troubleshooting experience.
- Troubleshooting skills in network, hardware, and software components.
- Familiarity with IT service management tools and ticketing systems.
- Familiarity with Exchange Server user management and file permissions.
- Excellent communication and customer service skills.
- Ability to work independently and as part of a team.
- Relevant certifications (e.g., CompTIA A+, CompTIA Network+, Microsoft Certified Professional) are a plus.
Physical Requirements: The job may require occasional lifting and moving of IT equipment (up to 50 lbs).
