Technical Support Analyst II
York Risk Services Group Inc. - Baton Rouge, LA

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A Technical Support Analyst is the single point of contact that provides end user support for hardware and software issues. Assists in specific client data requests. Tests and manipulates data for reports and studies. Provides technical assistance to computer system users and provides telephone support to all users.

Troubleshoot end user hardware and software issues

Create, update, and maintain images for desktops and laptops

Deploy hardware for new employees and upgrades for existing employees Oversee the daily performance of computer systems.
Answer user inquiries (via e-mail, telephone, etc) regarding computer software or hardware operation to resolve problems.

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Provide data reports as requested by the Client and Manager.

Update data as requested.
Problem solve daily data communication transactions, problems and remedial actions taken, or installation activities

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

Refer major hardware or software problems or defective products to vendors or technicians for service

Confer with staff, users, and management to establish requirements for new systems or modifications

Conduct phone based training and troubleshooting with internal and external users in customized software and Microsoft applications

Create and maintain iClaimsExpert system user records

Answer Help Desk telephone line to assist computer users encountering problems.

Monitor the system for equipment failure or errors in performance

Respond to program error messages by finding and correcting problems or terminating the program.

Other duties as assigned

Required Skills


Ability to convey technical knowledge to customers in a simple way

Ability to troubleshoot IT issues

Ability to listen to customers and formulate a plan for resolution of their issue

Autonomy - Ability to work independently with minimal supervision

Communication, Oral - Ability to communicate effectively with others using the spoken word

Communication, Written - Ability to communicate in writing clearly and concisely

Detail Oriented - Ability to pay attention to the minute details of a project or task

Problem Solving - Ability to find a solution for or to deal proactively with work-related problems

Technical Aptitude - Ability to comprehend complex technical topics and specialized information

Technical Hardware and Software knowledge for the purpose of troubleshooting problems

Required Experience

BS / BA or Equivalent Work Experience

2 to 3 years

About this company
York Risk Services Group is a premier provider of a full range of insurance, risk management, pool administration, claims management, and...