Technical Support Analyst

Overview

JOB SUMMARY: Provide initial technical support to Clients by troubleshooting applications, systems access, resolving hardware, software, and network related issues. The Technical Support Analyst is responsible for receiving information, diagnosing symptoms, and resolving IT-related problems

This position will need to deliver Client service within specified service levels. Typically, the Technical Support Analyst will work on resolving straightforward problems

This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software setup, and assistance with navigating around application menus. 

Responsibilities

ESSENTIAL FUNCTIONS:  

• Firstline responder to incoming issues through chat, email-generated tickets, or phone 
• Direct unresolved issues to the next level of support personnel 
• Troubleshoot straightforward workstation-based software and hardware issues with: 
• Microsoft supported Windows Operating systems 
• Microsoft supported Office/O365 
• Adobe 
• Apple Mac supported Operating systems (workstations) 
• Sophos and other major AV brands 
• Component failure and pending failure behavior 
• Failed startup beep codes 
• Computer event logs and 3rd party alerting tools 
• Local and network printers, as well as other peripherals such as keyboards and monitors 
• Assist users with basic “How do I?”, “Where do I?”, etc. type of technical questions 
• Understands and troubleshoots basic user permissions and workstation interaction in domain and workgroup environments 
• Understands and administers user level tasks in the Microsoft Office 365 environment 
• Learn the difference between sync’d and cloud environments
• Learn licensing levels to include subscription offerings
• Learn and perform various user account actions such as password resets, applying appropriate licensing, litigation hold, and disabling  

• Assist in system monitoring to identify a