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Technical Support Analyst

2 months ago

Tampa, Florida, United States RIZZETTA & COMPANY INC Full time
Job Overview

Position Summary

The Desktop Support Specialist is responsible for delivering technical support and assistance to staff regarding various hardware and software applications. Key responsibilities encompass troubleshooting technical challenges, diagnosing issues, evaluating user requirements, and proposing solutions to guarantee the seamless functioning of IT systems.

Key Responsibilities

  • Deliver technical assistance for all IT-related inquiries, encompassing hardware, software, email, and user accounts.
  • Maintain precise documentation of service tickets and maintenance activities utilizing a ticketing system.
  • Diagnose and troubleshoot technical problems associated with desktop computers, applications, and peripherals.
  • Evaluate and enhance existing systems and processes to boost efficiency and performance.
  • Stay updated on emerging technologies and industry best practices to provide current support.
  • Assist end-users with troubleshooting, issue resolution, installation, and reinstallation of hardware and software.
  • Manage Tier I (phone and remote support) and Tier II (on-site support) service requests.
  • Address issues related to print queues, network connectivity, login credentials, virus/malware detection, and system navigation.
  • Install and configure software updates, security patches, and vendor updates.
  • Provide application support and apply industry standards to refine processes and respond to customer feedback.
  • Be available for on-call support as required for after-hours emergencies.

Qualifications

Education

Bachelor's degree in Information Technology, Computer Science, or a related discipline is preferred.

Experience

Required

  • Demonstrated experience in a desktop support or technical support capacity.
  • Robust technical knowledge of desktop hardware, software, Windows operating systems, and peripherals.
  • Proven understanding and experience with Microsoft 365, Teams, SharePoint, Exchange, Entra, and Intune.

Skills

  • Exceptional communication (both written and verbal) and interpersonal abilities.
  • Capability to make decisions under pressure and resolve issues effectively.
  • Strong organizational and time management skills.
  • Solid technical foundation with practical experience in desktop support and software troubleshooting.
  • Attention to detail and the ability to work independently with minimal oversight.
  • Collaborative, adaptable, and responsive to evolving needs.
  • Strong analytical and problem-solving skills.

Work Environment

  • Professional office setting.
  • Business casual dress code.

Physical Requirements

  • Sedentary Work: The position primarily involves sitting at a desk or workstation for extended durations.
  • Occasional Lifting: Must be capable of occasionally lifting and moving computer equipment, peripherals, and related hardware weighing up to 30 pounds.
  • Mobility: Requires occasional travel between office locations and the ability to move or set up equipment as necessary. Personal motor vehicle use is required, with mileage reimbursement provided.
  • Manual Dexterity: Requires the ability to handle and manipulate various computer hardware and peripherals.

EEO Statement

Rizzetta & Company is an Equal Opportunity Employer. Our organization does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by applicable law. All employment decisions are made based on qualifications, merit, and business needs.

Disclaimer

This job description is not intended to encompass a comprehensive listing of activities, duties, or responsibilities required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.