DTS Support Analyst

Job Summary:

" Tracks all customer service items to completion.
" Evaluates customer service issue to determine level of service needed.
" Resolves all Tier 1 issues.
" Escalates Tier 2 issues to appropriate resource.
" Maintains and increases knowledge of the IS application, hardware, mobile devices and multiple operating system platforms.
" Provides laser like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices and procedures.
" Serves as the first point of contact for the IS Department and act as a liaison between the client community and the rest of the IS Department.
" Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service.
" Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site.
" Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions.
" Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues.
" Coordinates queues for site/service, working with various stakeholder groups.

-Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.

Required

Skills & Experience:

" At least two (2) years of experience providing EUD support, Service Desk support or equivalent experience/knowledge.
" Able to perform effectively in a team environment as well as with little direct supervision.
" Customer service-oriented team player with first-rate communication, documentation, organizational, problem solving, written and verbal skills.
" Ability to understand, analyze and resolve problems, while on the phone or on-site with user.
" Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc.
" Knowledge and understanding of issues inherent to Microsoft software including, but not limited to security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality.
" Organized with the ability to follow established processes and provide recommendations for improvements.
" Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills.
" Working knowledge of the TCP/IP protocol suite.
" Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PCor End-User Devices & peripheral equipment), and application software, and operating system issues.
" Demonstrates sufficient knowledge of call log tracking to record accurately all needed information.
" Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.

Preferred

Skills & Experience:

" Medical terminology helpful and previous medical EUD or Service Desk level 2 support background.

Required

Education:

High school diploma or GED.

Preferred Education:

Some college.
Technical school diploma or equivalent.

Required Certifications & Licensure: N/A

Preferred Certifications & Licensure:
" ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark & Lenovo Self Maintainer.
" A+ Certification.