Description:

• As a Tech Support Analyst, you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels.
• Responsibilities may also include password reset assistance, PC hardware/software troubleshooting, deployment remediation, hardware device replacement, data recovery assistance, application configuration, network connectivity assistance as more advanced troubleshooting and support.

Ideal Background:

• The candidate should have a strong hands-on IT background, Strong personal skills, and excellent communications skills.

Experience:

• We can train specific skills, but personality is the thing we cannot train

Top Requirements:

• Communication skills – this person will be supporting users (including doctors) face-to-face.
• Excellent technical skills - Act as a technical resource to others to resolve problems, issues, errors
• Be accountable - Plan, prioritize, organize and complete work to meet established objectives

Team and Team size:

• The ITRO team is about 200 techs, with 7 or 8 managers. The on-site team for the site will be 3 FTEs, with a remote manager.

Primary Responsibilities:

• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
• Use remote control tool to assist end users when needed
• Provide an accurate record of each call-in incident management tracking tool
• Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
• Anticipate customer needs and proactively identifies solutions
• Plan, prioritize, organize and complete work to meet established objectives
• Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast-paced call center environment
• Work independently and be self-starting
• Follow all escalation procedures according to service level agreement
• Work in a team and act as a resource for others
• Be a customer advocate for IT issue resolution
• Act as a technical resource to others to resolve problems, issues, errors
• Train new and underperforming analysts
• Technical writing for policies and procedures
• Lead in deployment/change related issue identification and remediation
• Coordinate issue resolution with product owners/L3
• Handle escalations from management and analysts