Technical Analyst

Technical Analyst I

The Technical Analyst I is responsible for providing technical assistance and support to clients with problems related to hardware, software, telehealth equipment, and networking. They are responsible for troubleshooting problems faced by the end-users of PCs, laptops, printers and mobile devices by identifying issues and analyzing them.

• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
• Assisting with installation, configuration, and maintenance and troubleshooting of all servers, end user workstation hardware, software, telehealth equipment, and peripheral devices.
• Document internal procedures
• Document user requests and also update client trouble tickets with the current status of the issue
• Ask educated questions and listen to team members to determine root cause of issues
• Run diagnostic tests to resolve problems
• Train incoming staff
• Report significant and recurring issues to higher support team
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to team members to ease in troubleshooting.

• Ability to diagnose and resolve basic computer/technical skills
• Excellent communication skills
• Keen attention to detail, memory of patterns, and interest in problem-solving.

Requirements

• Bachelor's degree or combined equivalent hands-on experience with at least 2 year IT system/application background
• Great problem solving/troubleshooting, follow through and documentation skills.
• Patience, strong customer service and interpersonal skills
• Ability to teach and learn new skills.
• Previous service desk, desktop technician and customer service experience.

• CompTIA A+ strongly preferred.
• Microsoft Office experience strongly preferred.