Technical Support Analyst

2 weeks ago


Philadelphia, Pennsylvania, United States augmentjobs Full time
Job Overview

Position Summary: We are seeking a dedicated Technical Support Analyst to join our team at AugmentJobs. This role is essential in providing effective assistance to our users, ensuring their technical issues are resolved efficiently.

Key Responsibilities:

  1. User Assistance:
    • Deliver first-line technical assistance to users through various channels, including phone, email, and face-to-face interactions.
    • Support users in diagnosing and resolving hardware and software challenges, encompassing desktops, laptops, printers, and mobile devices.
    • Address user inquiries with professionalism and promptness, ensuring swift resolution of technical difficulties.
  2. System Management:
    • Contribute to system management duties, such as user account oversight, access rights, and software deployments.
    • Execute routine maintenance activities, including system updates, patches, and backups, under the supervision of senior IT personnel.
  3. Equipment and Software Configuration:
    • Assist in the installation and configuration of computer systems, peripherals, and software applications.
    • Set up and configure operating systems, office productivity tools, and specialized business software as required.
  4. Documentation and Training:
    • Develop and maintain comprehensive documentation of IT processes, procedures, and troubleshooting methodologies.
    • Provide foundational user training and support with IT tools and applications as necessary.
  5. Support Ticket Management:
    • Oversee and manage IT support tickets through a ticketing system, ensuring thorough documentation of user requests and solutions.
    • Prioritize and escalate tickets as needed to guarantee timely resolution of technical challenges.

Qualifications:

  1. Education: A high school diploma or equivalent is required. Additional coursework or certifications in information technology or related fields are advantageous.
  2. Technical Proficiency:
    • Fundamental knowledge of computer hardware, operating systems (Windows, macOS), and office productivity software (Microsoft Office, Google Workspace).
    • Familiarity with resolving common IT issues, including network connectivity, software installations, and printer malfunctions.
    • Capacity to quickly learn new technologies and software applications.
  3. Communication and Customer Relations:
    • Outstanding communication abilities, both verbal and written.
    • Strong customer service focus with a friendly and patient approach.
    • Capability to articulate technical concepts to non-technical users in a clear and comprehensible manner.
  4. Collaboration and Teamwork:
    • Willingness to collaborate within a team environment and assist colleagues as required.
    • Ability to follow guidance and take direction from senior IT staff.


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