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
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
BS / BA or Equivalent Work Experience
2 to 3 years
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