Technical Analyst
6 days ago
JOB DESCRIPTION: Technical Support Analyst
DEPARTMENT: Information Technology
POSITION REPORTS TO: Technical Support Manager
CLASSIFICATION: Salaried Non-Exempt
DATE REVISED: January 24, 2024
POSITION PURPOSE
To deliver exceptional customer service and proficiently resolve technical issues for both internal and external end users. This includes expertly setting up and testing hardware and software during installation and post-installation phases, conducting thorough training sessions for end users on computer functions and software usage, and ensuring documentation of procedures for effective knowledge transfer and reference.
JOB DUTIES
TECHNICAL SUPPORT:
- Conducts on-site and remote installations of software on jail workstations as required.
- Reviews, recommends, and rigorously tests software for suitability within the Company or for customers.
- Modifies, tests, and rectifies existing software configurations to optimize performance.
- Manages the installation of hardware and software for new customers, ensuring seamless integration.
- Evaluates the workload and capacity of computer systems to identify opportunities for expansion or enhancement of operations.
- Analyzes and meticulously documents systems changes, considering the impact on both Company and customer requirements.
- Effectively troubleshoots software, hardware, and inmate phone system problems.
- Collaborates closely with 3rd party vendors to guarantee the proper functioning of all systems and interfaces.
- Participates in rotational on-call coverage for off-hours support.
- Travels to facilities for on-site installations and support as needed.
CUSTOMER SERVICE:
- Provides comprehensive training to both internal and external customers on hardware and software usage.
- Offers training specifically on Accounting & Commissary modules, guiding customers through accounting, commissary orders, and deposits.
- Delivers prompt technical support to internal and external employees when required meeting SLA requirements.
- Ensures customer satisfaction by following up to verify that resolutions meet facility needs.
- Keeps customers informed about their trouble ticket status.
- Assists in resolving customer accounting issues related to Company software.
- Investigates potential fraudulent credit card transactions.
- Monitors email and ticketing systems for customer-submitted issues.
- Plans, schedules, coordinates, and implements projects as needed.
- Generates comprehensive project reports and documentation for new and modified software and hardware.
- Maintains a detailed inventory of computer equipment and software for the corporate office and all customers.
- Tracks and documents all technical support requests, providing detailed records of services rendered.
- Identifies and documents opportunities for system changes and enhancements.
- Performs any additional duties as assigned or required.
EDUCATION CERTIFICATION:
- Associate degree in computer information systems/management information systems; Bachelor's degree in CIS/MIS preferred or equivalent work experience
- Valid driver's license required
- Working knowledge of Ticket-Tracking software & concepts
- Working knowledge of intermediate to advanced networking concepts
- Working knowledge of Microsoft SQL Server - Querying, Database, Structure, Connection Strings
- Demonstrated knowledge with Windows-Based Scripting languages
- Working knowledge of general accounting terms & concepts
- Working knowledge of Inventory Management Processes
- Working knowledge of FTP, SFTP, web services & SSH
- Two years Help Desk experience
- One year experience with remote access solutions and installations
- Excellent knowledge of computers, printers, email & internet
- Excellent knowledge of Microsoft products
- Excellent verbal, written & listening skills
- Excellent telephone presence
- Excellent customer service, problem solving, and conflict resolution skills
- Excellent time management and self-management skills
- Demonstrated documentation skills - Issue/Ticket resolution, software documentation
- Demonstrated research, investigating & troubleshooting skills
- Demonstrated computer installation, repair & maintenance skills
- Ability to drive a motor vehicle (DRIVER'S LICENSE REQUIRED)
PHYSICAL AND MENTAL REQUIREMENTS:
- Able to apply common sense understanding to carry out detailed instructions and deal with problems involving many variables
- Must be able to hear & receive normal conversations and information
- Must have average visual abilities necessary to read a computer screen, documents & manuals
- Must be able to solve and interpret basic math problems including adding, subtraction, multiplication and division
- Capable of lifting up to 30 pounds
- Must be able to communicate with an advanced vocabulary of 8000 to 10,000 words, to read at a moderate rate, write basic sentences and communicate in standard sentences with excellent vocabulary
-
Data Base Analyst
1 day ago
Jonesboro, United States InsideHigherEd Full timeEmployment Status:Full time (29-40 Hrs) Type of Employment:Staff # of openings:1 Location:Telecommute - Jonesboro Campus Proposed Salary Range:Commensurate with Experience Closing:5/18/24 Please note: All postings close at 12 A.M. CST on the closing date. A-State participates in E-Verify.Position Summary:The Associate Director of CRM Administration is...
-
Telecommunications Network Professional
6 days ago
Jonesboro, Arkansas, United States RITTER COMMUNICATIONS HOLDINGS, LLC Full timeRitter Communications Holdings, LLC is a leading provider of telecommunications services in the Mid-South region.We are seeking a skilled Network Analyst to join our team.Job Summary:The successful candidate will be responsible for providing operational support for our data, voice, and transport network.Main Responsibilities:Monitor network systems including...
-
Senior Network Infrastructure Specialist
6 days ago
Jonesboro, Arkansas, United States Genesis10 Full timeGenesis10 Overview: Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune...
-
Network Support Specialist
1 week ago
Jonesboro, United States Genesis10 Full timeGenesis10 is seeking a Network Support Specialist for a contract-to-hire position with a leading client in Jonesboro, AR. This role pays $26 /hour W2 based on experience. this on-site position can be located in Jonesboro or Little Rock, AR.Interested in learning more about this job Scroll down and find out what skills, experience and educational...
-
Network Architect
1 week ago
Jonesboro, United States Genesis10 Full timeGenesis10 is currently seeking a Network Architect with our client located in Jonesboro, AR or Little Rock, AR. This is a direct hire, hybrid W2 position. **Base salary target: 120K-130K + 10% annual bonus opportunity. Might have some flexibility with salary. **Candidates applying must be a US Citizen or Green Card Holder and able to work on a W2 basis...
-
Cybersecurity Architect
1 week ago
Jonesboro, United States Genesis10 Full timeGenesis10 is currently seeking a Cybersecurity Architect with our client located in Jonesboro, AR. This is a direct hire, hybrid W2 position. This position can be located in Jonesboro, AR, Rogers, AR, Little Rock, AR, or Millington, TN. Apply now, read the job details by scrolling down Double check you have the necessary skills before sending an...
-
Network Architect
1 week ago
Jonesboro, United States Genesis10 Full timeGenesis10 is currently seeking a Network Architect with our client located in Jonesboro, AR or Little Rock, AR. This is a direct hire, hybrid W2 position.Have you got the right qualifications and skills for this job Find out below, and hit apply to be considered.**Base salary target: 120K-130K + 10% annual bonus opportunity. Might have some flexibility with...
-
Cybersecurity Architect
7 days ago
Jonesboro, United States Genesis10 Full timeGenesis10 is currently seeking a Cybersecurity Architect with our client located in Jonesboro, AR. This is a direct hire, hybrid W2 position. This position can be located in Jonesboro, AR, Rogers, AR, Little Rock, AR, or Millington, TN. Please be aware to qualify for this position, you must be a USC or Greencard Holder. Job Description: The Cybersecurity...
-
Cybersecurity Architect
16 hours ago
Jonesboro, United States Genesis10 Full timeGenesis10 is currently seeking a Cybersecurity Architect with our client located in Jonesboro, AR. This is a direct hire, hybrid W2 position. This position can be located in Jonesboro, AR, Rogers, AR, Little Rock, AR, or Millington, TN. Please be aware to qualify for this position, you must be a USC or Greencard Holder. Job Description:The Cybersecurity...
-
Network Architect
4 days ago
Jonesboro, United States Genesis10 Full timeGenesis10 is currently seeking a Network Architect with our client located in Jonesboro, AR or Little Rock, AR. This is a direct hire, hybrid W2 position.**Base salary target: 120K-130K + 10% annual bonus opportunity. Might have some flexibility with salary. **Candidates applying must be a US Citizen or Green Card Holder and able to work on a W2 basis...
-
Cybersecurity Architect
1 week ago
Jonesboro, AR, United States Genesis10 Full timeGenesis10 is currently seeking a Cybersecurity Architect with our client located in Jonesboro, AR. This is a direct hire, hybrid W2 position. This position can be located in Jonesboro, AR, Rogers, AR, Little Rock, AR, or Millington, TN. Please be aware to qualify for this position, you must be a USC or Greencard Holder. Job Description: The...
-
Network Architect
7 days ago
Jonesboro, AR, United States Genesis10 Full timeGenesis10 is currently seeking a Network Architect with our client located in Jonesboro, AR or Little Rock, AR. This is a direct hire, hybrid W2 position. **Base salary target: 120K-130K + 10% annual bonus opportunity. Might have some flexibility with salary. **Candidates applying must be a US Citizen or Green Card Holder and able to work on a W2 basis...
-
OSS Provisioning Automation Architect
7 days ago
Jonesboro, AR, United States Genesis10 Full timeGenesis10 is currently seeking a OSS Provisioning Automation Architect with our client located in the following areas: Jonesboro, AR, OR Rogers, AR, OR Little Rock, AR, OR Millington, TN. This is a direct hire, hybrid W2 position offering a salary between $100k - $130k annually based on experience. Job Description: The OSS Automation Architect is...