Technical Support Analyst

  • Merakey
  • Blue Bell, PA, USA
  • Nov 09, 2020

Job Description

POSITION OVERVIEWAs part of End User Support within IT Support Services, the Technical Services Analyst role is to provide 2nd level IT support and guidance for all Merakey end user assets. This would include resolving support requests, as well as meeting customer satisfaction and continuous service delivery demands. Responsibilities include but are not limited to the following:* Answers and responds to inbound calls, emails, or chats using documented procedures, available tools and supplied script(s) to assess customer's technical support needs and handle/route accordingly to the satisfaction of the customer* Verifies all contact information* Creates/Updates/Resolves incidents or service requests within supplied IT Service Management System* Documents problem definition* Documents and logs all contacts and actions into tickets per specified guidelines* Files appropriate data (soft and hard copies)* Provides direction to customers promoting online self-service and web based solutions* Creates temporary "work-around" for immediate customer issues when appropriate* Serves as escalation point for computer related service center requests* Maintains and deploys Merakey standard computer images* Maintains Merakey Asset and Software Inventory* Create and maintain hardware and software test scripts* Works with IT procurement to purchase hardware and software* Work with vendors to resolve technical issues* Provides software and system troubleshooting, maintenance, support and resolve remotely, over the phone or at desk side* Installs, upgrades and configures applications, software and related hardware (such as desktops, laptops, tablets, related peripherals such as printers, scanners, drives, monitors and video teleconferencing and software such as Windows OS and Office)* Provides technical support and training to end-users and internal IT analysts* Maintains current knowledge of relevant technology and recommends future growth hardware and software specifications* Prepares activity reports as requested by management* Communicates recurring issues to management* Remains knowledgeable of performance requirements and IT service offerings* Adheres to service level agreements with customers and business partners* Maintains awareness of and compliance with all Merakey personnel policies* Achieves specified performance goals* Travel to off-site programs up to 60-75% of the time* Participates in special projects as required* Additional responsibilities as required* Bachelor's Degree in Computer Science, Computer Engineering or Equivalent Work Experience* Minimum of 2 years' Experience with supporting, imaging and deploying pc's in an enterprise environment.* Experience supporting Outlook/MS Office and a variety of WiFi-enabled devices (VPN)* Experience with TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc)* Experience with Active Directory concepts and administration* Experience working in a structured, process-driven environment* Exercise sound professional judgment and demonstrated problem solving ability.* Knowledge of VOIP telephony hardware and applications (Microsoft Lync).* Knowledge of the principles, methods, and techniques used in network and system troubleshooting and support.* Understanding of Firewall appliances and services* Read, understand and apply complex technical information* Ability to explain technical issues in clear and understandable language* Must be a detail-oriented self-starter -- function autonomously* Excellent verbal and written communication skills.* Strong customer service orientation and knowledge of principles and best practices.* Strong organizational, administrative and time management skills.* Demonstrate the ability to work well with people, both internally and with the external customers.* Demonstrate dedication to consistent quality* Valid Driver's License required
Associated topics: assistant, client support, desk, edi, help desk, information technology support, msword, system support, technical support, technical support specialist