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Technical Support Analyst - technical support - job employment

JobPosting
City: Pittsburgh
Date: 16 Sep 2020
Category: Technical Support

My client is a leading, full-service IT solutions provider with 325 years of combined IT experience in enterprise and SMB, serving clients across a wide range of verticals throughout the region.

Looking for 6-12 months of experience. Must Have Great Customer Service Skills! Tremendous opportunity for growth within this company!

Job purpose; including but not limited to:

The role of the Support Analyst is to provide front-line primary (phone and email) technical support to end users on various technical issues and problems. This position is responsible for responding to, documenting, and resolving support tickets in a timely manner according to defined SLA and OLA. The Support Analyst will perform root cause analysis, develop checklists for typical problems, and recommend procedures and controls.

Duties and responsibilities; including but not limited to:

• Provide exceptional customer services via phone and email as appropriate
• Resolve IT Operations issues including troubleshooting hardware and software issues
• Perform user administration duties
• Ability to apply standard troubleshooting theory
• Absorb and retain technical information when it is presented systematically
• Reject unethical shortcuts and demonstrate honesty in behavior and actions
• Manage assigned daily tasks and incidents with direct oversight
• Develops an effective working relationship with supervisor and team members

Qualifications:
• High school or equivalent
• IT business experience a plus

Abilities/Skills:
• Able to learn technical concepts quickly and apply them effectively
• Able to troubleshoot and research issues, using internal and external resources such as technical forums and knowledge bases available through the Internet
• Self-motivated individual, able to work independently or on a team.
• Able to grasp the “team player” concept, even when working individually.
• Able to multi-task and work productively in a dynamic, fast-paced, sometimes stressful environment.
• Able to adapt to changing business requirements and react quickly.

Working conditions:
This position will be office-based, with most communication via phone and email. This position relies on the use of a computer as the primary tool to complete work. Daily hours would be M-F 8:00AM – 4:30PM. Must be willing to work an on-call rotation for off-hours escalation.
Physical requirements
This job is not physically demanding.

Reports directly to the IT Operations Manager

Job Type: Full-time
Views: 4