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Technical Support Analyst
2 months ago
Position: System Support Specialist
Location: San Antonio Metropolitan Ministry Inc.
Reports To: IT Manager
FLSA Status: Non-exempt
Prepared By: Chief Infrastructure Officer
SUMMARY
The System Support Specialist is responsible for delivering tier one remote and onsite assistance for desktops, laptops, and related technological equipment and software. This role involves responding to inquiries, executing diagnostic tools, identifying issues, and implementing solutions. A strong emphasis on customer service and support skills is essential, as this position serves as the primary support contact for our clients. The ideal candidate should effectively manage their daily workload based on incoming tickets and ongoing projects.
KEY RESPONSIBILITIES
- Exhibit a professional demeanor while treating users with respect and empathy, in alignment with the organization's mission and values.
- Provide technical support for incoming inquiries and issues related to IT infrastructure, including computer systems, networking, software, and hardware. Respond promptly and effectively to requests received through the helpdesk.
- Oversee helpdesk software for new tickets and process them in a first-in-first-out manner based on urgency.
- Adjust configurations, utilities, and software settings for local workstations.
- Deliver one-on-one training for users on computer applications.
- Assist in onboarding new staff members.
- Manage the setup and deployment of PCs for new hires using standard hardware and software.
- Perform basic Active Directory tasks such as user creation, group assignments, and email setup.
- Utilize diagnostic tools to identify and troubleshoot issues.
- Empower users by guiding them through basic problem-solving processes.
- Install, modify, and maintain computer hardware and software, ensuring all equipment is in good working order.
- Follow up with users to confirm resolution of issues.
- Assist in configuring Microsoft Office products, including Outlook, Word, and Excel.
- Provide support for various printers and multifunction devices, addressing issues such as paper jams and driver installations.
- Help maintain an inventory of computer components and software.
- Occasionally create training materials, including manuals and instructional videos.
- Perform other duties as assigned.
QUALIFICATIONS
To excel in this role, candidates must successfully fulfill each essential duty. The following qualifications are representative of the knowledge, skills, and abilities required:
- Demonstrated competency in basic to mid-level computer hardware, software, and networking.
- Strong critical thinking abilities.
- Excellent customer service skills.
- Ability to comprehend user requests and determine the best course of action with available resources.
- Capability to seek solutions and reach reasonable conclusions promptly, asking for assistance from team members when necessary.
- Ability to manage multiple service requests concurrently, prioritizing effectively and communicating with requestors.
- Competent understanding of TCP/IP networking.
- Knowledge of computer hardware, including assembly and disassembly.
- Familiarity with basic printers and multifunction devices.
- Basic knowledge of Microsoft Server.
- Proficient in Microsoft Office Suite.
- Experience with helpdesk ticketing systems.
- General working knowledge of Active Directory.
- Strong oral and written communication skills.
- Team-oriented mindset.
- High attention to detail.
- Commitment to seeing issues through to complete resolution.
EDUCATION AND EXPERIENCE
Associates Degree in a related field or equivalent experience, with proficiency in Windows OS 7, 8, and 10, Active Directory, Windows Server, Microsoft Office Suite, SharePoint Services, and Google for Work.
LANGUAGE SKILLS
Ability to read, analyze, and interpret business publications, professional journals, technical procedures, or governmental regulations. Proficient in writing reports, business correspondence, and procedural manuals. Capable of effectively presenting information and responding to inquiries from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts and percentages.
REASONING ABILITY
Ability to solve practical problems and address various concrete variables in situations with limited standardization. Capable of interpreting a variety of instructions in written, oral, diagram, or schedule form. Strong telephone and interpersonal skills are essential.
CERTIFICATES, LICENSES, REGISTRATIONS
Preferred certifications include MCP for Windows Desktop or CompTIA A+ and/or Network+. A valid driver's license with a good driving record is required, along with insurance for driving within the state. Some local travel may be necessary.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities.
While performing the duties of this position, the employee is regularly required to communicate verbally and audibly. The employee frequently stands, walks, sits, uses hands to manipulate equipment, and reaches overhead. The employee may also need to stoop, kneel, crouch, or crawl. Occasionally, the employee must carry, set up, and use ladders ranging from 4' to 12' tall and utilize tools while on the ladder. Specific vision abilities required include close vision, distance vision, color differentiation, and the ability to maintain focus at various heights.
The System Support Specialist must be capable of lifting, carrying, and moving computers and related equipment weighing up to 49 pounds. The role may require additional hours or adjusted shifts as necessary. Reasonable accommodations may be made for individuals with disabilities.
WORK ENVIRONMENT
Occasionally, work may take place in confined spaces such as closets or crawl spaces. Travel to other company locations may be required for direct support that cannot be resolved remotely. Work hours may start before 8 am and end after 5 pm, with lunch and breaks not set at specific times. Certain tasks may require collaboration with multiple observers, and many requests necessitate coordination with end users regarding task completion timing. The workday can become hectic due to the demands and time sensitivity of tasks. Reasonable accommodations may be made for individuals with disabilities.
