Job Description
Job Title:
Technical Support Analyst I At Exo, integrity isn't just a value it's the foundation of the work we do to keep our nation's infrastructure reliable and safe. From field assessments to innovative restoration solutions, we combine precision, integrity, and purpose in everything we do. Our team helps ensure power stays on, schools stay open, businesses thrive, and communities stay safe. You'll work with a respected team of experts solving meaningful challenges that protect communities and ensure the integrity of infrastructure. Position Overview:
The Technical Support Analyst I the functioning and efficiency of the organization's technological infrastructure. This position is responsible for providing high-quality technical assistance and support to end-users, both internal employees and external clients, in a timely and professional manner. The Technical Support Analyst collaborates with cross-functional teams to identify, troubleshoot, and resolve a wide range of technical issues, ensuring minimal disruption to operations and optimal user satisfaction. Key Responsibilities:
1. User Support:
Provide technical assistance and guidance to end-users through various communication channels, including phone, email, and other internal systems. 2. Troubleshooting and Issue Resolution:
Analyze, investigate, and troubleshoot reported technical problems promptly and accurately. Develop efficient and effective solutions to address issues while maintaining detailed documentation of each case's progress and resolution. 3. Systems Maintenance and Upgrades:
Assist in the planning, testing, and implementation of system upgrades, patches, and hardware replacements. Proactively monitor systems to identify potential problems and address them before they escalate. 4. Knowledge Sharing and Documentation:
Document technical knowledge, best practices, and troubleshooting procedures in the knowledge base to facilitate the resolution of future incidents and to promote self-service for end-users. 5. User Training and Guidance:
Provide training sessions or create instructional materials to empower end-users to effectively utilize various technologies, tools, and software applications. 6. Collaboration:
Collaborate with other departments to address complex technical issues and to ensure integration of solutions across the organization. 7. Continuous Improvement:
Identify opportunities for process improvement and contribute to the enhancement of support services, workflows, and standard operating procedures. Qualifications and Requirements:
1. A Bachelor's degree or a relative work experience. Relevant certifications or equivalent experience may also be considered. 2. Basic knowledge of Non-Destructive Testing methodologies, including but not limited to VT, MT and UT Shearwave. 3. Proficiency in troubleshooting technical issues. 4. Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users clearly and concisely. 5. Strong analytical and problem-solving abilities, with a systematic approach to investigate and resolve technical issues. 6. A customer-centric mindset with a commitment to providing outstanding service and ensuring customer satisfaction. 7. Effective time management skills to handle multiple requests concurrently while adhering to service level agreements. 8. Ability to work collaboratively within a team environment and effectively engage with colleagues and other stakeholders. 9. Flexibility to adapt to changing technologies and willingness to learn new skills and tools as needed. 10. Prior experience in technical support or a related field is beneficial. Mental Requirements:
Strong leadership and team-building skills, leading cross-functional teams and mentoring team members to achieve project objectives. Adaptability and flexibility to thrive in a dynamic and fast-paced environment, with the ability to prioritize and manage multiple initiatives simultaneously. Strategic thinking and vision to develop and implement innovative solutions that drive business value and maintain a competitive edge in the market. Continuous learning mindset, staying abreast of industry trends, emerging technologies, and best practices to recommend and implement cutting-edge solutions. Skill in managing relationships with internal and external stakeholders. Physical Requirements:
Able to work a desk job requiring long hours of sitting and working on a computer. Occasionally walking around the office, attending meetings, and visiting different departments. Proficient in using a computer, including typing, using a mouse, and other peripherals. Ability to read and analyze documents, computer screens, and technical diagrams. Effective listening skills for communication during meetings, both in-person and virtual. Potential travel to different locations for meetings, conferences, or site visits, which might involve driving or flying. FLSA Status:
Non-Exempt Pay Scale:
$20.00-30.00/hour Reports to: Director of Technical Services The above job description is a general overview of typical responsibilities and qualifications for the position of Technical Support Analyst I. The specific duties and requirements may vary depending on the organizations needs. Exo is committed to equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, sex, disability, protected veteran status, or any other basis protected by applicable federal, state, or local law. 1. A Bachelor's degree or a relative work experience. Relevant certifications or equivalent experience may also be considered. 2. Basic knowledge of Non-Destructive Testing methodologies, including but not limited to VT, MT and UT Shearwave. 3. Proficiency in troubleshooting technical issues. 4. Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users clearly and concisely. 5. Strong analytical and problem-solving abilities, with a systematic approach to investigate and resolve technical issues. 6. A customer-centric mindset with a commitment to providing outstanding service and ensuring customer satisfaction. 7. Effective time management skills to handle multiple requests concurrently while adhering to service level agreements. 8. Ability to work collaboratively within a team environment and effectively engage with colleagues and other stakeholders. 9. Flexibility to adapt to changing technologies and willingness to learn new skills and tools as needed. 10. Prior experience in technical support or a related field is beneficial. Mental Requirements:
Strong leadership and team-building skills, leading cross-functional teams and mentoring team members to achieve project objectives. Adaptability and flexibility to thrive in a dynamic and fast-paced environment, with the ability to prioritize and manage multiple initiatives simultaneously. Strategic thinking and vision to develop and implement innovative solutions that drive business value and maintain a competitive edge in the market. Continuous learning mindset, staying abreast of industry trends, emerging technologies, and best practices to recommend and implement cutting-edge solutions. Skill in managing relationships with internal and external stakeholders. Physical Requirements:
Able to work a desk job requiring long hours of sitting and working on a computer. Occasionally walking around the office, attending meetings, and visiting different departments. Proficient in using a computer, including typing, using a mouse, and other peripherals. Ability to read and analyze documents, computer screens, and technical diagrams. Effective listening skills for communication during meetings, both in-person and virtual. The Technical Support Analyst I the functioning and efficiency of the organization's technological infrastructure. This position is responsible for providing high-quality technical assistance and support to end-users, both internal employees and external clients, in a timely and professional manner. The Technical Support Analyst collaborates with cross-functional teams to identify, troubleshoot, and resolve a wide range of technical issues, ensuring minimal disruption to operations and optimal user satisfaction.
