Technical Support Analyst

2 weeks ago

Fort Atkinson, Iowa, United States StevenDouglas Full time
Position Overview

The IT Support Specialist serves as the primary contact for our business partners, addressing inquiries through phone calls, emails, and web tickets. This role involves tracking all relevant information using our IT Service Management (ITSM) tool, covering aspects such as software, hardware, networking, telecommunications, and basic desktop support.

Key Responsibilities
  • Engage in on-call rotation to provide support as needed.
  • Ensure timely and accurate updates to work tickets, incidents, and outages.
  • Develop a strong understanding of ITIL service management practices and any customizations.
  • Gain expertise in supported applications and platforms, including functionality, data, reporting, and administration.
  • Receive, log, and direct end-user support issues, ensuring complete resolution.
  • Document all support outcomes, including resolutions and notes.
  • Assist in updating service policies and procedures as necessary.
  • Support commercial and custom system testing and debugging for new releases and features.
  • Communicate the status of issues to users through verbal and digital means.
  • Maintain awareness of the system environment to deliver optimal service and support.
  • Contribute to the knowledge base by keeping current standards and resolution procedures updated.
Minimum Qualifications
  • Bachelor's or Technical Degree in computer science, information systems, software engineering, or a related field.
  • Strong written and verbal communication skills.
  • Demonstrated patience and empathy towards the user community.
  • Ability to follow instructions effectively.
  • Proficient networking skills, leveraging relationships to resolve issues.
  • Strong problem-solving capabilities.
  • Effective time management skills, ensuring efficient work practices.
  • Results-oriented mindset.
  • Ability to drive change.
  • Team collaboration and teamwork skills.
  • Critical thinking abilities.
Analytical Skills
  • Ability to work collaboratively within a team as well as independently.
  • Understanding of the application portfolio and how various systems contribute to daily operations.
Preferred Qualifications
  • Possession of entry-level industry certifications.
  • Excellent verbal and written communication skills with strong attention to detail.
  • Ability to analyze and solve problems creatively and grasp technical concepts.
  • Capability to identify relationships among seemingly unrelated events.
  • Familiarity with ITIL concepts.
  • Experience with ServiceNow or similar support management software, as well as telephony tools.

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