The primary focus of the Technical Support Analyst is to provide general network and computer administration/support to Futura customers. A key component of this role is being responsive and providing consistent quality customer service to both internal and external customers. This will include but is not limited to immediate analysis of customer problems; implementation of corrective action to restore function and avoid recurrence; act as the single point-of contact for problem escalation and resolution for external customers; record all incidents while maintaining accountability and ownership until issue is resolved; create documentation that will serve as a reference for trouble shooting issues for other analysts; and performs customer follow-up to verify final resolution and determine satisfaction level.
Desktop, Laptop, and Mobile Device Support: Troubleshoot and resolve issues (device, software, and operating system) for end-users. Ensure computing is operating and updating properly. Perform virus scanning and remediation, identify faults in applications and operating systems, and address other issues that may arise.
Server Administration: Troubleshoot and resolve issues identified with server hardware and/or software. Examples include, but are not limited to, server faults, backup faults and errors, application faults and errors, and other technical issues.
Hardware: Build and/or configure new hardware including desktop computers, laptop computers, mobile devices and smart phones, servers (physical and virtual), routers, switches, firewalls, and other computer and network hardware. Install, configure, and update software. Install and configure operating systems (Windows and others), productivity software, management software, security software, proprietary software, and others as needed at both the end user and server level.
Highly skilled in LAN/WAN technologies, should be fluent in network technologies:
Intimate knowledge of Windows operating systems, both desktop and server, and possess a strong skillset in at least 2 Microsoft server technologies:
Experience installing, configuring, maintaining, and supporting end user telecommunications systems, including cell/smart phones, IP and digital endpoints, and others as required
Highly proficient with desktop and server operating systems
Design, implement, and support network solutions for customers
Work very closely with support technicians by providing them guidance related to troubleshooting tips and techniques
Communication: Strong oral and written communication skills as well as the ability to explain highly technical concepts to a non-technical audience. Provide clear instruction and direction to others.
Problem Solving: Expert level troubleshooting and problem resolution skills. Ability to apply general rules to specific problems to produce effective solutions.
Drive for Results: Accepts responsibility for results-based outcomes. Promotes sense of urgency when necessary. Looks to overcome obstacles or barriers when performing.
Customer Service: Possess a strong understanding of the importance of customer service having demonstrated patience, active listening, and a true willingness to help people.
A Bachelor’s degree in IT or related field with a minimum of three years experience. A higher number of years of experience may be substituted for a college degree.
Technical Degree or relevant Certification is a plus.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.