Technical Support Analyst

• Onboarding and offboarding both new and separating employees
• Supports and maintains user account information changes including system access rights, security, and system groups
• Manages and monitors customer IT issues using helpdesk tools Keystone Edge (KSE), Shared Email Inbox, and SharePoint.
• Provides support over the phone, in person, and using remote control tools
• Acts as a liaison to ensure the delivery of high-performance IT support services
• Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, printers and copiers
• Provides recommendations to management for the improvement of systems and processes
• Provides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resource
• Installs, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software(must be able to lift up to 50lbs)
• Performs software installations manually and via automated deployment tools and command line scripting
• Creates documentation of work processes and procedures, and creates job aids for internal staff

• Strong customer service skills with a Customer First attitude
• Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint, OneDrive, Teams, and Microsoft Office 365
• Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, tablets, and phones
• Excellent research and investigative skills
• Knowledge and experience in Active Directory, Group Policy (GPO), remote support tools, basic networking
• Experience in working with help request tracking and reporting tools
• Knowledge of IT concepts and trends and new technologies
• Ability to troubleshoot hardware and software issues, and communicate solutions to customers both verbally and inwriting
• Ability to communicate effectively verbally and in writing with individuals and groups
• Basic understanding and knowledge of software packaging and deployment

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.