Support Analyst

The Help Desk Analyst is responsible for getting users back to work quickly, or escalating to a higher tier of support for appropriate remediation. Duties are focused on efficiency, effectiveness, capturing/reusing knowledge, and following prescribed procedures methodically. Excellent customer care and a team mentality are essential to success in this position. The analyst will work with end users through email and telephone, and work within our ticketing system to understand and record incidents. The analyst will perform NOC duties including observing and handling alerts. The successful analyst will maintain focus on continual service improvement, career development, and learning.

Duties Include:

• Follow prescribed procedures to quickly return users to work.

• Establishing remote connectivity to end user machines and performing remediation for end users.

• Working to maintain individual and team goals for speed of answer, response to alerts and emails.

• Working within many different industries and software to resolve technical issues for end users.

• Performing technical support for devices, PCs and Macs.

• Quickly and appropriately diagnose when an incident should be escalated to a higher tier of support.

• Logging tickets in our ticketing system.

• Communicate with end users via telephone and email.

• Monitor and respond appropriately to alerts.

• Communicate effectively via oral and written capability.

• Excellent customer relations and interpersonal skills.

• Use of a knowledgebase to perform consistent fixes as per designated procedure and to capture new knowledge.

• Maintaining a positive, service-oriented attitude.

• Ongoing learning and training.

Qualifications

• Ability to troubleshoot and diagnose PC Hardware/Software problems and problems with equipment (e.g., cables, terminals, keyboards, etc.) and possess good mechanical/electrical ability. Able to identify source of equipment malfunctions.

• Ability to communicate orally with technical and non-technical personnel; able to follow oral and written instructions; and possess the ability to read and interpret documents such as operating, maintenance instructions, and procedure manuals. Ability to correspond professionally with users via phone and email.

• Must be able to think logically and analytically and make decisions based on good judgment.

• Must be able to consistently follow documented procedures for incident resolution.

• CompTIA, Microsoft certifications, previous experience in the industry, or college degree in IT preferred.

Education/Experience:

• High School or GED diploma.

• CompTIA, Microsoft certifications, previous experience in the industry, or college degree in IT preferred.

• Flexibility to work a rotating shift schedule based on business need across our 24x7x365 operation.

• Experience working as a customer service representative or help desk analyst is a plus.

• Experience working for a Managed Service Provider (MSP) is a plus.

• A+ and Network+, or the ability to acquire both within 1 year of employment.

• Previous experience with N-Able, PRTG and/or other RMM solutions is a plus.