Technical Support Analyst

2 days ago

Liberty Lake, Washington, United States VOLT Management Full time
Elevate Your Career with Volt

Volt is actively seeking skilled IT Support Specialists to join our dynamic team.

Key Responsibilities:
  • Deliver technical assistance to both internal and external users regarding software, applications, hardware, and telecommunications issues.
  • Troubleshoot essential banking applications, Microsoft software, hardware malfunctions, and operating system challenges.
  • Gather relevant information, create support tickets, perform initial assessments, and either resolve or escalate issues related to new hardware/software requests, network problems, application software, and telecommunications to the appropriate personnel.
  • Assist users in navigating core banking applications, standard software, Windows, MS Office, and other related business solutions. Respond to, evaluate, and prioritize incoming requests for assistance via telephone, voicemail, email, and self-service portals.
  • Maintain the Technical Support Software (HEAT) by identifying trends and accurately documenting details to enhance the incident management function, thereby improving IT processes and systems through precise reporting. Develop and update documentation on established technical support procedures, problem resolution steps, and escalation protocols. Provide management with recommendations for necessary updates and changes.
  • Identify and resolve hardware, software, operating system, mobility, and telecommunication issues.
  • Oversee the installation, configuration, troubleshooting, and resolution of incidents related to networking and desktop environments, including LANs, WANs, remote access, and VPNs.
  • Utilize diagnostic techniques to pinpoint problems, investigate causes, and propose solutions to rectify common failures using remote access tools.
  • Manage the installation and configuration of computers/laptops following standard processes and tools.
  • Collaborate within a global support team available 24/5. May require on-call support during specific projects. Escalate complex issues to higher levels of expertise within the organization. This is a full-time position.

Qualifications:
  • High School Diploma or GED required.
  • Preferred: College degree in Information Technology.
  • Less than 2 years of experience in IT Help Desk support required.
  • Familiarity with TCP/IP protocols and PC knowledge, including hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer.
  • Proficient in Windows Operating Systems, Microsoft Office software suite, Active Directory, and system management tools. Strong skills in MS Office Suite, enterprise networks, banking computer systems, and print device troubleshooting in a networked environment.
  • Exceptional customer service skills with the ability to convey highly technical information to both technical and non-technical staff.
  • Strong research, analytical, problem-solving, and troubleshooting abilities. Capable of managing time effectively and working under pressure.
  • Good understanding of computer hardware architecture concepts and related terminology. Ability to accurately log tickets in call tracking software.
  • Basic knowledge of accounting and record-keeping. Experience in banking preferred.
  • Commitment to ongoing education through independent studies, subscriptions, and periodicals.
  • A+ certification.
  • MCDST (Microsoft Certified Desktop Support Technician) certification.

Compensation:
Pay rate ranges from $24.00 to $27.00 per hour, with the offered range dependent on various factors including education, work experience, and location.

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