Technical Support Analyst
netPolarity - Miami, FL

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Job Title: Technical Support Analyst

Job Description

The main function of a desktop technician is to maintain and support computer and computer-related equipment.

Responsibilities include:
  • Provides 2nd level support on all workstation related issues.
  • Effectively questions user to collect and understand information regarding the problem they are experiencing and leads user through diagnostic procedures to identify, isolate and resolve source of problem.
  • Analyze customer problems and formulates plans to obtain resolution
  • Handles problem identification, research, isolation, resolution and follow-up for user problems.
  • Interact with customers via telephone, e-mail, etc. providing technical support and problems solving abilities
  • Prioritize problems and complaints
  • Utilize all technical resources to solve customer problems
  • Escalate unresolved calls to appropriate support specialist or support group
  • Maintains call records/logs utilizing case management solution, Remedy
  • Provide deskside support on helpdesk escalated issues
  • Installation of hardware/software as required
  • Uploads and prepares workstations using standard images
  • Setup and install new workstations, loaners and other workstation related equipment
  • Controls assets by performing updates in Asset Center software relating to any changes in computer assets.
  • Maintains call records/logs utilizing case management solution, Remedy
  • Communicate and provide knowledge transfer to other agents/technicians on escalated calls and resolution.
Knowledge Required

  • Extensive Hardware/Software installation and configuration.
  • Extensive knowledge of Windows 7, XP and MS Office and Outlook.
  • Networking connectivity.
  • Extensive PC troubleshooting.
  • Extensive Microsoft Software troubleshooting
  • Setup and Configuration of local and LAN printers
Experience & Education Required

  • A+ Certification, Microsoft Certified - MCP, MSDC preferred.
  • Minimum 5 years experience as technician supporting over 500 users.
  • College degree highly desired.
Skills Required

  • Ability to explain technical concepts to non-technical users
  • Ability to support users at various levels of technical competency
  • Effectively manages difficult or volatile customer situations
  • Problem Solving skills
  • Ability to effectively perform problem isolation and resolution of critical systems in order to have the least amount of impact and downtime.
  • Ability to schedule and prioritize
  • Able to read and understand technical manuals, procedural documentation, and OEM guides.
  • Excellent interpersonal skills
  • Technical writing
  • Ability to assess, analyze and research technical situations and provide viable alternatives
  • Ability to learn new technologies and procedures quickly
  • Ability to communicate effectively with wide variety of users and other technical teams
Other Required Characteristics

  • Results-oriented/self-motivated
  • People-oriented/Team Player
  • Strong interpersonal abilities – must project credibility and integrity
  • Flexible with hours
  • Goal seeker
  • Ability to multitask
  • Inquisitive
  • Creative
  • Detail oriented

netPolarity - 2 years ago - save job
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