Technical Support Analyst / Desktop Support

24 Jun 2024

Vacancy expired!

Job Title: Technical Support Analyst

Duration: 6 Months CTH

Location…. ONSITE (Shaker Heights, OH 44118) Notes: The role is an entry level desktop support with coverage of the help desk. The person spends time answering calls, helping individuals over the phone and via remotely accessing their computers. When that isn’t sufficient, they will respond in person to assess and fix the issue. Additionally, it is work on projects and the current demand is upgrading hundreds of Win7 boxes to Win10. Customer service is a big requirement. The Services team currently has a 94% satisfaction rating and they take a lot of pride in that.

Detailed Job Description – highlight 3-5 Must Haves.The Technical Support Analyst is a crucial role in the support and enablement of our workforce across all affiliates. This person works with our user base to make sure their technological environment meets their daily needs.The Technical Support Analyst is involved in the procurement, configuration, testing, and deployment of technology across the enterprise. When necessary, this person will remotely, or in-person, investigate and resolve computer software, hardware, and network issues. Customer service is a critical component of this role.

ESSENTIAL DUTIES: Provides support in the procurement of technology for our user community ranging from recommendations based on our standards through product receipt and deployment.
  • Provides tier-1 support for all end-user technology either via remote access or at the desk side and escalates when necessary.
  • Provides hands-on support for move, add, change (MAC) requests. Moves include technology moves between any of our locations.
  • Engages in technology configuration and testing inclusive of hardware and software to assure proper functioning.
  • Responds to any immediate response scenarios that may result from security or environmental incidents.
  • Works closely with end-user community to provide knowledge transfer when the users struggle with technology.
  • Documents new or changed procedures, in both textual and diagrammatic formats.
  • Communicates with end-user community in a group fashion, either in-person or via electronic means (e.g. e-mail).
  • Follows all best practices related to information security and any internal procedures.
  • Understands and enforces laws and regulations related to HIPAA, HITECH, FERPA, and other state and local healthcare and education regulations. Training is provided.
  • Continuously advances knowledge and understanding or our technological environment and allocates time to self-advance technical skills.
  • Continually strives provide the best customer service for our clients, users, and partners.
  • Rotates through various shifts to provide 24x7 on-call support.

OTHER DUTIES:
  • Attends scheduled staff meetings, supervision, and on-going training.
  • Maintains current certifications and trainings as defined by departmental or organizational policy.
  • Respects the privacy of our clients and their families and holds in confidence all information obtained during the client’s treatment.
  • Maintains high standards of ethical and professional conduct and adheres to Agency policies and procedures.
  • Other duties as assigned by management.

QUALIFICATIONS:Education / Experience: Associates degree or 2-4 years of technical support equivalent is a minimum. Four-year degree preferred. Competencies: Social awareness: Interacting with people of varying backgrounds various strengths, aptitudes, and abilities.Time management: Perform job responsibilities with a high degree of initiative and judgment. Communication: Verbal and written communication proficiency. Technical: Experience with vast majority of Microsoft products and operating systems. Microsoft certifications a plus. Experience with supporting technology in a large, networked environment. Troubleshooting issues across multiple technology types. Experience supporting device in wired, wireless, and geo-diversified environments.

WORK CONDITIONS:
  • 40-hour onsite work week with rotation through a 24x7 on-call schedule. • Sitting for extended periods of time. • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. • Ability to climb ladders, crouch under desks, and move quickly when necessary. • Lifting and transporting of moderately heavy objects, such as computers and peripherals.

  • ID: #43586954
  • State: Ohio Cleveland 44118 Cleveland USA
  • City: Cleveland
  • Salary: $25 - $30
  • Job type: Permanent
  • Showed: 2022-06-24
  • Deadline: 2022-08-05
  • Category: Et cetera