Technical Analyst

Major Responsibilities

  • On-site, shop and remote technology support actions including performing desktop and laptop builds, post-sales break-fix work, projects, migrations, moves/adds/changes, etc.
  • Working on a variety of hardware products (servers, workstations, etc.) from Dell, HP, Lenovo, etc., fire-wall products, antivirus and anti-malware software, operating systems, cloud applications, monitoring software, etc.
  • Work select First Responses escalations through to completion or to next escalation.
  • This position will be the primary onsite and shop contact for the Network Operations Center & Service Desk and will be responsible for troubleshooting and resolving client issues. This position will also handle select escalations from first responders.
  • Maintain reporting, documentation, issue resolution, communication, and client satisfaction.
  • Other duties as assigned.

Essential Activities

  • Communicate and interact successfully with a diverse customer base to develop rapport and maintain positive interaction.
  • Maintain a high attention to detail.
  • Work both independently and as a team member.
  • Probe into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.
  • Travel to client sites to deliver onsite technical support, resolving them expeditiously and professionally
  • Work with internal and external staff and partners, escalating issues when appropriate

Attitudes and Skills Required

  • Strong interpersonal skills including communication, active listening, and customer-care
  • Thrives in a fast-pace environment
  • Proactive, responsible, reliable
  • Ability to multi-task and adapt to changes quickly
  • Patient, persistent, analytical
  • Highly Organized, detail oriented
  • Confident, great interpersonal skills
  • Excellent communicator

Prerequisites

  • Hands on experience and some level of certification in Microsoft Operating Systems, or equivalent knowledge.
  • Working knowledge of IT hardware systems
  • Able to travel to multiple client sites up to 5 days per week
  • Bachelor’s or Associates Degree in IS/Technology or related field is desired
  • Good driving record, valid driver’s license, and proof of insurance
  • Strong customer service focus and a desire to develop new skills
  • 3+ years of experience in IT or similar field support role across multiple industries and environments
  • Experience with Managed IT and Cloud Services preferred
  • Experience may substitute for educational requirements.

Toughest Parts of the Job

  • Balancing multiple issues at the same time
  • Working under time constraints and with deadline pressure
  • Working with customers that have achieved a level of frustration
  • Ability to explain technical situations to non-technical individuals

If you have what it takes, don’t hesitate to submit your resume and cover letter below.







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