IT Support-Analyst II
2 weeks ago
IT Support-Analyst II
REQUIREMENTS
- High School diploma.
- IT Degree (associates/bachelors) or if no college degree, at least 2 years of relevant technical experience
- Tech savvy with working knowledge of office automation products, databases and remote control.
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
- Must be able to lift at least 40lbs or more.
DAILY TASKS
- Helpdesk support calls.
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issues and details provided by customers.
- Walk the user through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems via the IT Trouble ticketing system. All calls must have a ticket associated with it.
- Follow-up and update user status and information.
- Pass on any feedback or suggestions by users to the appropriate internal team
- Identify and suggest possible improvements on procedures.
- Must be on call 1 week out of the month. This means that after the hours of 5pm, all helpdesk calls will get forwarded to the employees' cell phone. Helpdesk working hours are between 8am-5pm.
- Provide all levels of IT support.
- Equipment requests (laptop, desktop, monitor, etc...). Configure new, repairs, replacement computers for users upon request.
- Equipment requests forms must be submitted for any new equipment.
- Change management forms for any new, termination, or change of employees requests.
- Asset management for all IT equipment which includes, creating, transferring, and retiring any assets related to the IT Dept. (Monitors, printers, CPU's, Network Equipment, etc...).
- Provide support to on premise users. Setup of IT equipment and assist with moves.
- Virus Removal and prevention.
PROJECTS & OTHER ASSIGNMENTS
- Employee must also be willing to be involved with upgrading systems/networking equipment.
- Project management skills.
- Documentation of procedures.
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