Technical Support Analyst

## Technical Support Analyst Apply locations:
Greeley, COtime type:
Full time posted on:
Posted 2 Days Agojob requisition :
JR102569## Compensation Range $34.99 - $45.49--##

Job Description Summary This Information Technology Technical Support Center (TSC) Analyst is a dual purpose, onsite position responsible for delivering high quality technical support, onboarding and offboarding processing, cellular device management and issue escalation oversight. This role requires daily face-to- face interaction, organizational and communication skills along with advanced decision-making. The position will provide daily onsite setup, configuration and support for various hardware resources, including laptops, desktops and cellular devices.

The role coordinates and executes in-person meetings, training and support experiences with IT directors, county personnel and vendors to ensure high‐priority and complex technical issues are addressed in a timely, accurate, and customer‐focused manner to ensure resolution and continuous improvement of IT customer service delivery.

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Job Description
** Technical Support - 75%
*** Daily commitment as a service-focused, knowledgeable, and reliable client support professional.
* Perform detailed analysis, diagnosis, and resolution of complex end-user problems and provide recommendations to implement corrective solutions, including deskside repair as needed.
* Receive, document, and respond to incoming calls, e-mails, walk-in, and/or off-site support requests.
* Utilize and build upon established procedures related to the identification, categorization, prioritization, and resolution of client support requests.
* Install, configure, test, maintain, and monitor end-user workstations and related hardware and software as required.
* Escalate complete problems for assistance through subject matter experts as needed.
* Develop and document technical resources for use by peers within the established knowledgebase.
* Document asset management changes within the inventory system.
** Project - 25%
*** Participate in and support ongoing projects as requested.
* Support ongoing cybersecurity initiatives and topics.
* Communicate project information to TSC staff for training and feedback.
* Identify additional opportunities to engage with and support ongoing changes in technologies.

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Required Qualifications
** Required Education
*** Bachelor's Degree or 4 years Technical Support/Help Desk
** Required Experience
*** 1 year Technical Support / Call Center / Desktop Support
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* Skills and Abilities

*** Experienced with the setup and configuration of Windows, Microsoft Office 365 products, and other standard/daily use applications. (High proficiency)
* Knowledge of standard desktop and laptop hardware components and associated peripherals. (High proficiency)
* Working knowledge of a range of diagnostic and mass deployment utilities. (Medium proficiency)
* Familiarity with the advanced principles of ITIL and PMP. (Medium proficiency)
* Proven track record of understanding and meeting customer expectations through service level agreements. (High proficiency)
* Basic understanding of project management principles. (Medium proficiency)
* Strong oral and writing skills. Must be able to interact with multiple groups within the team at many levels. (High proficiency)
* Familiarity with CJIS, HIPAA, and PCI policies and procedures. (Medium proficiency)
* Candidate must pass criminal background check prior to employment start date.
** Licenses and Certifications
*** DL NUMBER - Driver License, Valid and in State Must have and maintain a valid Colorado driver’s license and use of personal, insured vehicle. Dependable transportation and auto insurance, maintained at all times, as required by State law. Required
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