Technical Support Analyst I
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Job Location:
Mayfield Heights, OH - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
SUMMARY OF JOB: The Technical Support Analyst is responsible for providing 1st level support and coordination of incident resolution on behalf of the IT department. The Analyst will also conduct field visits to business locations for onsite troubleshooting and installation or replacement of equipment. The Analyst will report to the Help Desk Manager.
DUTIES & RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
- Troubleshoot and resolve IT issues via phone email and in-person channels for desktop pcs laptops mobile devices software applications network and peripheral equipment.
- Ensure all incidents are resolved against service level agreements including logging and tracking of support requests
- Partner with internal IT teams and vendors to resolve incidents
- Proactively learn and train peers on new products services and technical solutions within organization
- Build and maintain knowledge base for support and incident management
- Configure new PCs using an SCCM imaging process and deploy to business locations.
- Participate in a weekly on-call rotation for after-hours support
KNOWLEDGE SKILLS & ABILITIES REQUIRED:
- 1-3 years of experience working in a Help Desk or Service Desk role
- Associates or Bachelor degree in Information Technology or a related field preferred
- Basic operating system (desktop/OS) networking and applications experience including familiarity with Microsoft platforms (Windows 11 Server 2008 or higher Active Directory etc.) mobile devices (Apple and Android)
- Experience with PC imaging and hardware repair.
- Experience using incident and problem management ticketing solutions
- Experience with troubleshooting and escalation of incidents including documentation diagnosing and following first-level-resolution steps
- Strong customer service ethic
- Excellent verbal and written communication skills
- Excellent analytical and problem solving skills
- Ability to prioritize and quickly resolve issues
Hanna Holdings Inc. affiliates and assigns are committed to providing equal employment opportunity to all employees and applicants for employment regardless of such factors as race color religion sex national origin age veterans status or disability. The Company abides by all local state and federal laws and regulations affecting the hiring of employees.
Required Experience:
Junior IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Real estate careers at Howard Hanna benefit from the 3rd largest network of realtors in the U.S. If you are looking for a real estate job and want to begin an exciting career as a Howard Hanna real estate agent, contact us through this page and get started in one of the most rewardin ... View more
