Senior Technical Support Analyst
Milestone Technologies, Inc. - Fremont, CA

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SUMMARY:
The Senior Technical Support Analyst provides operational and technical support to computer users and interacts with external suppliers of technology. The incumbent will install and configure personal computers, printers and peripheral equipment, assist with capacity planning for computers and networks, provide support to clients through the Helpdesk function and resolve issues ensuring system/data integrity is maintained.

RESPONSIBILITIES/DUTIES:
Equipment and Software Operational Support

Installs and configures computers (Mac and PC) and peripherals on data networks.

Guides and trains Technical Support Analysts in resolving problems and responding to queries.

Assists in capacity planning of computers.

Designs and implements software images for Arts Center iMac Lab

Provides guidance and training to Information Technology Services staff in resolving problems and queries.

Distributes computers and printers according to assigned schedule.

Coordinates activities of external contractors completing installations of computers and printers.

Computer Services Help Desk Support:
Provides senior level Information Technology Desktop services support, including:

First point of contact in all computer hardware and software problems and requests.

Analyzes problems (both technical and operational) and arrives at workable solutions.

Updates and maintains the related database(s).

Assists in the support of administrative computer-based applications.

Network Support:
Installs, maintains, and completes backups of Mac and PC systems

Manages simple changes to the Active Directory System including Exchange

Administrative and Leadership Functions

Maintains inventory of computers and printers

Negotiates with outside vendors on contract fulfillment, obligations and dispatches IT Services staff and/or vendor representatives to resolve problems.

Mentors, coordinates and provides orientation and training to Technical Support Analysts.

Provides coaching and mentoring staff.

Leads and supervises IT projects as directed

Arranges processes for disposal and donation of older technology.

Equipment and Software Technical Support:
Provides support and resolves problems related to installed computer software for both Mac and PC

Dispatches other Information Technology staff and vendor representatives to assist in resolving problems.

Identifies software application, network and hardware malfunctions and takes appropriate action to resolve issues.

Required Skills

Core Performance Competencies:
Building Rapport

Client/Customer Awareness

Interpersonal Relations

Integrity

Listening Skills

Organizing/Planning Ability

Personal Work Ethic

Required Experience

Experience:
Eight or more years of related experience working in an IT support role.

Experience within a corporate environment providing IT support.

Good working knowledge of computer software, hardware and networks

Experience in developing and maintaining business applications as well as contract management are significant assets.