Associate Support Analyst

Job Description

JOB OVERVIEW:

This is a professional position where the employee services the global user base and assists other members of the Information Technology organization with user problems and technical requests (help desk), and with installation and configuration of PCs, printers, mobile devices and network connectivity.

EDUCATION/EXPERIENCE:

Associates Degree in Information Science or Related Field Required (BS Degree Preferred)

Minimum One to Three Years of Experience with Help Desk/PC/Network Support

JOB REQUIREMENTS:

Possess in depth knowledge of PC hardware configurations, software installs, mobile device configurations and networking fundamentals.

Possess proficient knowledge of Help Desk Systems.

Possess proficient problem-solving skills with ability to organize, prioritize, and manage multiple tasks with excellent attention to detail and accuracy

Possess proficient listening and verbal communications skills to effectively communicate with end-users, IT professionals, and management personnel

Possess excellent customer service skills including courteous telephone techniques with a sense of urgency and enthusiasm

Possess cultural sensitivity, able to work with and support a global user base which may include limited English or English as a second language.

Possess ability to keep abreast with current information delivery technology and methodologies

Possess a "Team Member" mentality with complementing ability to self-motivate and work independently

Possess expert knowledge in the use of personal computers and office applications.

Possess ability to work a flexible schedule including domestic and international travel

Possess close visual acuity, upper limb coordination, and ability to sit for extended periods while performing essential job duties

Possess fine manipulation and light/medium (5-20 lbs.) lifting capability while performing essential job duties

RESPONSIBILITIES:

Provides initial point of contact for delivery of services within the IT organizations. Assesses priority and classifies incoming requests, dispatches ticket to the appropriate analyst.

Troubleshooting – problem identification, resolution, communications, interfacing with IT Team and 3rd parties

Provide end-user support to a global user base on a timely basis and in accordance with department standards, consistent with legal and statutory requirements and with industry best practices. Communicates frequently with users and IT personnel/management as to current status of problems/issues.

Maintains records of services and approval. Updates Help Desk documentation with problem resolutions and maintains knowledge base data.

Assess general desktop environment and provide recommendations to manager to proactively meet business and technology needs.

Purchase, install and configuration of personal computers, desktop software, printers, mobile devices, camera systems, etc and network services (e.g. internet, VPN) adhering to departmental standards and licensing regulations.

Supplies inventory and ordering

Ensure Licensing adherence and maintaining records

*Excellent benefits include medical with a standard PPO plan with deductibles as low as $1,500 and wellness credit up to $750; free concierge primary care; voluntary 401k plan currently matching up to 12%; voluntary dental and vision plans; free telemedicine services; basic life, long and short term disability coverage.

EOE M/F/D/V

Full-time