WHAT WE’RE LOOKING FOR
The Sr. Technical Support Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The Sr. Technical Support Analyst will be expected to handle escalated cases in order to resolve more advanced technical issues. In addition, this position will be responsible for training and providing mentorship to less experienced team members.
A GLIMPSE INTO YOUR DAY
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In a courteous manner, handles incoming requests from end users via telephone, e-mail and ticket queue.
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Mentors and trains team members on duties, expectations, standards, and policies.
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Demonstrates technical expertise and maintains a high level of end-user confidence by resolving complex support issues quickly and facilitating necessary follow-ups.
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Develops long-term relationships with internal customers, understanding their operational goals in order to provide recommended solutions.
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Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Prioritizes and schedules timelines for problem resolution.
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Applies diagnostic efficiencies to aid in troubleshooting and problem resolution, as well as software updates, drivers, knowledge bases, etc.
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Records, tracks, and documents problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
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Analyzes documented resolutions to determine root cause and ways to prevent future problems.
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Identifies potential problems and understands when problems exist without being prompted.
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Is skillful with appropriate software and hardware applications used and supported by the organization.
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Trains users on the proper use of hardware and software.
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Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
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Performs continual preventative maintenance, including checking and cleaning of workstations, printers, and peripherals, and installation of anti-virus software.
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Tests fixes to ensure problem has been successfully resolved.
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Performs post-resolution follow-ups to help requests.
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Develops help sheets and FAQ lists for end users and maintains technical support documentation.
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Assist in the creation of knowledge and trainings for the technical support team.
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Works independently within established procedures.
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Champions communication goals, vision, and procedures developed by management.
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Provides feedback to management and team members about service structure to improve performance and productivity.
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Performs other projects, duties, and tasks, as assigned.
WHAT SUCCESS LOOKS LIKE IN THIS ROLE
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College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
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Excellent written and verbal communications skills are required to maintain effective relationships with clients, co-workers, vendors, and others.
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Exceptional interpersonal and customer service skills, focusing on building rapport, listening, and questioning.
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Advanced knowledge of basic computer hardware, including but not limited to Cisco CUCM, Cisco Unity and PCs.
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Advanced knowledge and experience with desktop and server operating systems, including Windows 7, Windows Server 2008, Windows Server 2012, Office 365.
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Demonstrated and significant application support experience with Microsoft Office, Cisco phone system, Active Directory, and Printers.
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Strong problem solving and analytical reasoning skills.
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Strong documentation skills.
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Strong knowledge of a range of diagnostic utilities.
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Demonstrable hands-on approach and a “learn anything, can-do” attitude.
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Aptitude and enthusiasm for learning and teaching new technologies.
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Self-managed and responsible for project and time management.
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Ability to prioritize and handle multiple tasks in a demanding work environment.
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Ability to work independently with limited daily supervision and to work effectively in a team environment.
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Flexibility to tackle problems and issues with enthusiasm and tenacity and recognize or anticipate issues that could disrupt productivity.
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Willingness to adhere to all principles of confidentiality.
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Must value operating in a collaborative work environment.
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Ability to show initiative, good judgment, resourcefulness and exhibit follow through.
WHY CHOOSE RELATION?
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Competitive pay.
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A safe and healthy work environment provided by our robust benefit program including family health and wellness programs, 401K, employee assistance programs, paid time off, paid holidays and more.
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Career advancement and development opportunities.
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Note: The above is not all encompassing of the full position description.
Relation Insurance Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Relation, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is presented within this posting.
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
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$36.06 - $37.98