Tech Support Analyst

This Support Technician is primarily responsible for Tier II level support of a desktop and laptop environment. This will involve problem solving and extensive customer interaction.

The Support Technician will resolve user problems and follow up with the customer to ensure the task or incident is resolved to the customer's satisfaction. Documentation of the problem and resolution is a requirement.

ESSENTIAL FUNCTIONS:

- Responsible for Tier II level incident support.
- Provides hardware troubleshooting, configuration and network administration support in the Windows environment.
- Utilizes customer service skills via phone, email, or in-person to support users.
- Works closely with various Information Technology groups in the area of desktop and application support including certification, deployment and asset tracking.
- Troubleshoots software and hardware failures and identifies network problems when related to personal desktop computers.
- Activities include recognition, research, isolation, resolution, and follow-up steps.
- Supports the Infrastructure Operations Manager with project rollout and move/add/change.
- Identifies opportunities for implementation of new technology
- Assists other IT groups as required

REQUIRED QUALIFICATIONS:

- Bachelor's degree in computer science and 2+years of professional Desktop Support experience
- OR 5+ years of Desktop Support experience
- OR equivalent combination of professional training and experience
- Must have a good understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology
- Minimum of two years in a LAN/WAN environment supporting Windows
- Good understanding of Active Directory, local Group Policies and Account management
- Working experience with Enterprise Virus Protection support and installation
- Working experience in Microsoft Office Suite, and with Cisco VPN
- Must have experience in System Backups, both Unix and Windows
- Must have printer repair experience (HP, Lexmark)
- Must possess superior technical aptitude, written and oral communications skills and the ability to deal effectively with people
- Strong analytical skills with demonstrated problem solving ability
- Previous experience in which high levels of initiative, judgment, and tact have been demonstrated
- Superior customer service skills in dealing with all levels in a team environment; the patience of a saint
- Must be highly organized, able to juggle multiple tasks simultaneously, and possess a high level of discipline while remaining flexible
- Ability to work both independently and in a team environment
- Must be able to lift up to a maximum of 55 pounds

BONUS SKILLS:

- Working knowledge of Scripting and Registry editing
- Working knowledge of SCCM and SMS software applications
- Working experience using Ghost images
- Experience in a professional environment with change/configuration management processes in place