Associate Technical Support Analyst

Associate Technical Support Analyst

As an Associate Technical Support Analyst, you will have general knowledge of networking environments for the support of computer systems and end user incident/problem resolution. You will resolve moderately complex issues regarding operations, up to and including installations, set up, error messages, status of system(s) and downtime procedures. Your ability to effectively prioritize and execute tasks in a high pressure environment will enable you to successfully complete the following tasks:

• Answers incoming technical support calls regarding both hardware and software, which would include but not limited to desktop operating systems, office suites, e-mail systems and other daily used company-wide technology devices and software.
• Properly routes high priority calls to the proper department that supports the specific group for troubleshooting and resolution, this includes but not limited to Network Services, Server Support, Application Support, and Production Support.
• Provides coordination for more complex support calls. Ensures that the customer is always informed of the latest information regarding the call. Keeps other analysts as well as the TSC supervisor abreast of any updated information.
• Re-sets user passwords for all systems within the organization as necessary.
• Installs, configures and administers computer hardware and software.
• Works with manager to analyze system requirements and existing business processes.
• Responds for diagnosis of interrupted processes and inefficient processes.
• Assigned to and works on special projects in branch and department locations including branch closures, new branches, remodels, relocations, mass equipment refreshes and similar.
• Analyzes and takes corrective action for computer hardware and software to resolve technical and schedule issues.
• Provides support during non-standard business hours, which include early mornings, evenings, weekends and holidays in required circumstances and may require branch visit trips.

• High School diploma or general education degree (GED); or currently attaining high school diploma working through a co-op program.
• A minimum of two years' experience and/or training or equivalent combination of education and experience.
• A minimum of one year experience as a support specialist, systems administrator or computer technician.
• Basic knowledge of Windows Operating systems and desktop software.
• General knowledge of networking environments.
• Proven ability to work in a team-oriented, collaborative environment.
• Takes direction and completes work in an accurate and timely manner.
• Ability to effectively prioritize and execute tasks in a high pressure environment.
• Strong customer service and organizational skills.