Technical Support Analyst

The Technical Support Analyst is a key associate at Hope Network whose primary responsibilities include: Service Desk Support - Document, triage and resolve all issues related to PCs, Printers, Mobile Devices, and Desktop Applications. Interact with Users, and document all issues in Ticket Management System. Monitor Network and Systems infrastructure escalating to other support groups as needed. Manage PC Imaging software, Audio and Video Conferencing technology and Access Administration .

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

This is not intended to be an exhaustive listing of job functions. This job description is in no way states or implies that these are the only duties to be performed by this employee. The employee is required to follow any other instructions and to perform any other duties as assigned. Regular and predictable attendance is an essential requirement of this position. Respond to requests for technical assistance in person, via phone, and electronically. Log all Service Desk interactions in the Ticket Management System as they are received; maintain status notes on items that are not immediately closed. Communicates risks/issues/progress with customers in a prompt and timely fashion. Analyzes and resolves incidents and requests regarding use of application software or hardware. Researches, recommends and applies technical solutions to enhance productivity in meeting business needs. Demonstrates aptitude for analytical problem solving by balancing the use of troubleshooting tools with a practical application of experience and creativity. Routinely investigates availability issues pertaining to domain/network resources, identifies and resolves specific issues. Performs PC and General IT support for remote offices and locations throughout Hope Network. Occasionally may travel to lead onsite activities or to provide specialized onsite support at remote locations. Provides input and recommendations for departmental processes and procedures, considering impact on the organization. Evaluates and implements best practices with technology. Identify trends and escalate situations requiring urgent attention and complete in a timely manner. Monitor network traffic utilizing analysis tools to address network connectivity and performance issues. Evaluates and tests new operating systems individually or as part of a team. Provides recommendation and if necessary implementation planning and assistance upon testing completion. Understand and manage PC Imaging software. Prepare accurate activity reports on a consistent basis. Completes additional tasks such as inventory, shipping, and imaging. Provides ongoing support for local servers and network as requested by server and network groups. Provides after hours and on-call support as needed, and regularly participates in on-call rotation. Procurement and support of IOS and other mobile devices (cell phone, Smartphone, and tablet). Track and inventory computer hardware, software and mobile assets. Perform Active Directory and Microsoft Exchange access administration (shared drive, account permission changes, mailbox and distribution list creation) Installing, physically moving, changing/upgrading, and disposing of computer hardware and software products. Maintains anti-virus protection, OS service packs and pushing software via SCCM. Handling print queue issues. Conducts informal and formal technical and/or business presentations for peers, customers, and occasionally at the organization level. Completes project planning, including identifying project requirements, establishing milestones, tasks, task assignments, business benefits, and potential risks for project. Manages PC and mobile device loaner program. Maintains and protects confidentiality with regard to all aspects of patient care and employee information. Create and publishes new documentation pertaining to previously undiscovered software/hardware issues in knowledge base and end-user FAQ. Create and publishes new documentation pertaining to Operating System issues in knowledge base and end-user FAQ. May work with software and hardware vendors for product specifications, evaluation, technical problems and solutions. Evaluates, tests and recommends new hardware and software products individually or as part of a team. Provides recommendations and if necessary implementation planning upon testing completion. Performs other duties as assigned. Educational /

Talent Requirements:

Bachelor's degree in Information Technology is required or an equivalent of education and/or experience. Working knowledge of fundamental operations of relevant software, hardware and other equipment in Windows Environment (Windows 10, Server 2012-2016) Adjusts to constantly changing conditions, displaying a positive attitude toward new opportunities. A+ Certification is highly preferred. Network + Certification is highly preferred. Good time management skills. Strong interpersonal skills and the ability to provide customer (employee) with outstanding customer care and service at all times. Interacts and collaborates with team members in a cooperative spirit. Ability to communicate problems with supervisors as they become known. Must have a professional attitude, strong work ethic, and the ability to work in a fast-paced, dynamic environment. Displays competence in prioritizing tasks, managing project responsibilities, consistently meeting deadlines, and showing autonomy in completing tasks to balance phone and project work. Able to exercise good judgment, use critical thinking skills, problem solving techniques, and decision making skills. Coordinates and/or independently works on single or multiple, complex projects or tasks, requiring limited technical or management guidance.

Work Experience Requirements:

2 -3 years Help Desk / Service Desk experience in a multi-site Corporate Environment. Experience troubleshooting Network Printers, Mobile Devices, Desktops, Laptops. Experience applying critical thinking skills to provide creative and effective resolutions. Experience working with computer deployment strategies and methodologies. Theoretical and practical knowledge of computer systems and synergies between IT ecosystems.