Technical Support Associate Analyst

The Technical Support Associate Analyst is responsible for the day to day performance and operation of both PC and LAN hardware and software.

The Technical Support Associate Analyst installs, configures, troubleshoots, and repairs computer workstations and local area networks, monitors performance, diagnoses and resolves problems.

The Technical Support Associate Analyst provides accurate, timely and creative solutions to end-user computer and network problems.

The Technical Support Associate Analyst adheres to standard IT practices and techniques and follows established escalation processes for more complex problems.

Location and shift Details :

• Position is located onsite in New Castle, DE
• Second shift hours, ranging from 12 : 00-8 : 30pm and 3 : 00-11 : 00pm
• Coverage for Maintenance hours as needed from 11 : 00pm-5 : 00am.

ESSENTIAL FUNCTIONS

• Assist with the installation and maintenance of local infrastructure equipment which may carry data, voice and video communications to defined standards.
• Coordinate with internal and external partners as required.
• Participate on call rotation as needed including nights and weekends.
• Install, configure, troubleshoot, and repair Windows or Macintosh desktop and laptop computer systems, peripheral equipment and mobile devices.
• Escalate unresolved issues in a timely manner.
• Configure and maintains Windows or Macintosh standard applications and networking software, diagnosing and solving hardware and software problems.
• Deliver exceptional customer service, proactively setting expectations with customers and following up appropriately.
• Manage service request queue and resolves daily hardware and software service and support requests.
• Adhere to established service level agreements.
• Thoroughly document work performed in ticketing system.
• Maintain and track inventories of hardware for desktops, laptops, thin clients and peripherals in the appropriate systems.
• Completes project tasks as assigned.
• Ensure project dates are met.
• Schedule installations / upgrades and provides system maintenance in accordance with IT procedures.
• Work on site specific department projects and / or sub-projects.
• Implement approved operating system enhancements and recommends system modifications to reduce user problems.
• Interact with other support groups to restore service and / or identify and correct end-user computing problems.
• Escalate more complex problems / issues up the chain appropriately in a timely manner.
• Provides technical assistance to PC / LAN technicians from other sites.
• Follows process documentation and checklists to ensure standardization of work.
• Proactively recommends documentation changes if necessary.
• Assists with user and equipment moves along with occasional unloading of new equipment and disposal of old equipment to salvage vendor.

QUALIFICATIONS

• High School Diploma or equivalent required.
• 0-2 years of experience with a Bachelor’s degree; 6-8 years of experience without a Bachelor's degree.
• 1-3 Years PC / LAN Technical experience.
• Continued enhancement of technical skills through continuing education / seminars and interaction with other IT disciplines.
• General knowledge of Microsoft Operating systems, especially XP, Windows 7, Microsoft Office, Apple computers and operating systems, networking switches and data networks, IP telecommunications systems and Audio Visual Systems.
• Good communications skills.
• Previous customer service experience preferred.
• Ability to prioritize and handle multiple tasks.
• Possess in-depth knowledge of the tools and processes required by the role.
• Functions in complex environments with minimal direction.
• Solid individual performance while partnering with others.
• Works well through self-directed effort.
• Shares knowledge in area of expertise.
• May serve as a technical subject matter expert.
• May provide technical assistance to resolve operating issues.
30+ days ago