Lead Technical Support Analyst

Job Overview

The User Experience Analyst is responsible for troubleshooting, triaging, and resolving hardware and software challenges affecting the business. This individual will be service-minded and will work to bring all issues to resolution.

• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Logs and tracks incidents and requests from identification through resolution.
• Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Documents resolutions and updates self-help and staff knowledge bases.
• Provides support for the testing of new and upgrading of existing software applications and hardware as needed.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Integrates and supports new and existing architectural features into infrastructures, implements artifacts, provides analysis of system features and relates existing system/applications and security to future needs and trends, provides engineering recommendations, and resolves integration and testing issues.

• Significant technical experience and a demonstrated track‑record of using that experience to drive resolution of complex support issues.
• Strong analytical skills, exceptional organizational skills, and an ability to collaborate with internal and external stakeholders to foster customer satisfaction.

• Associate degree or certification in a technology services/technical discipline, or equivalent work experience.
• 3-5 years of IT Support experience.

• CompTIA A+ certification strongly preferred.