IT Support Technician

Job Category:
Service Delivery Degree Level: High School Graduate

Administrator, Applications

The Associate Applications Analyst is responsible for the daily support of site‑specific network and workstation operating systems, workstation connectivity, and end‑user applications. This position responds to end‑user or management support requests and needs, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, user error, or training. The Associate Applications Analyst is also responsible for thoroughly documenting all relevant information to the support request ticket in the Help Desk Database.

Responsibilities include escalating any network, personnel, and end‑user issues that may impact customer satisfaction or the achievement of contractual Service Level Agreements to the attention of the Help Desk Manager. The Associate Applications Analyst is responsible for following all Help Desk Standard Operating Procedures that pertain to the particular client site they are supporting.

• Daily support of site‑specific network and workstation operating systems, workstation connectivity, and end‑user applications.
• Responds to end‑user calls as a first line of technical support, gathering information to resolve the issues, and /or assisting others in the resolution of the problem in a timely, accurately, and professional manner.
• The Associate Applications Analyst logs each call and strives to resolve the issues while the end user remains on the phone. If the call cannot be resolved within 15 minutes, the Associate Applications Analyst is responsible for escalating the call to the attention of an Engineer (Level
  2).
• The Associate Applications Analyst should always Listen, Understand, Communicate, and then deliver support to the end user.
• Continuously informs the end user on the progress of the resolution, keeping ownership throughout the ticket resolution and always following up with the end user prior to closing the support ticket to ensure customer satisfaction.
• When instructed by IT or the Help Desk Manager, the Associate Applications Analyst keeps end users informed of any major problems or scheduled down times as they call in for support.
• Test new or enhanced applications including systems enhancements and provides feedback to the Help Desk Manager as well as the Client Site Manager of User Support.
• Provides end users with detailed remote access knowledge, and documents complete trouble shooting information.

Qualifications (Education, Experience and Certifications)
Typically

Required:

• High School Diploma
• Secondary School Degree Preferred
• Technical Training & Certifications a plus (i.e.: A , NETWORK , MCP, MCSE, MOUS)
• IT Help Desk support experience (application & hardware support)

• Good communications, listening and problem-solving skills
• Good customer service skills

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level
• Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction
• Prepare, provide and convey diversified information
• Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically with less than 10 lbs. (e.g., papers, books, files and small parts, etc.).
• Moderate dexterity
• Regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

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