What this Job Entails:

The IT Support Analysts will help in resolving a variety of technical problems.

Scope:

Works on assignments that require considerable judgment and initiative. Makes recommendations for solutions
Works within guidelines and takes ownership of results. May act as a mentor to less experienced team members

Your Roles and Responsibilities:

Field incoming help requests from end users in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training.
Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

Associates degree (A.A) or equivalent from two-year college or technical school and 5 to 8 years related experience and/or training; or equivalent combination of education and experience
Networks with senior internal and external personnel in own area of expertise
Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Knowledge of basic computer hardware and software
Familiarity with desktop and server operating systems
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Ability to conduct research into a wide range of computing issues as required
Ability to present ideas in a user-friendly manner
Analytical and problem solving abilities
Exceptional customer service orientation

Preferred Qualifications:

Physical Demand & Work Environment:

Must have the ability to perform office-related tasks which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to use a computer
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

IT Support Specialist III

Job Description