Technical Support Analyst

2 months ago


Phoenix, Arizona, United States BTI Full time
Job Overview

Business Technology Integrators (BTI) is seeking a dedicated Help Desk Specialist to provide exceptional support for our IT services.

Key Responsibilities:
  • Act as a Tier 2 and 3 Support for the NIDDK computer user community.
  • Engage with customers through various channels including phone, in-person, and remote support.
  • Adhere to established protocols for processing IT service requests and troubleshoot incidents effectively.
  • Maintain accurate records of all activities in the NIH central ticket tracking system, ensuring thorough documentation in real-time.
  • Create knowledge records in the NIH IT Knowledge Base to document problem resolutions.
  • Implement quality control measures to guarantee proper documentation and case handling.
  • Demonstrate proficiency in supporting current versions of Windows and macOS.
  • Monitor and respond to application alerts as part of the continuity program.
  • Facilitate communication during major incidents and document investigations in the NIH My IT Service Management System promptly.
Qualifications:
  • A Bachelor's degree with a minimum of one year of relevant IT customer support experience, or an Associate degree or high school diploma with at least three years of relevant experience.
  • Possess strong technical computer skills and customer service abilities.
  • Hold one or more of the following certifications:
    • Foundation Certificate in IT Service Management (ITIL) v3 or higher
    • MTA: Microsoft Technology Associate
    • MCSA: Microsoft Certified Solutions Associate
    • MSCE: Microsoft Certified Solutions Expert
    • Apple Certified Associate – Mac Integration Basics
    • Apple Certified Support Professional
    • CompTIA A+ Certified Professional
    • CompTIA Network+ Certified Professional
    • CompTIA Security+ Certified Professional
    • Jamf Certified Tech
    • Jamf Certified Expert

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