Technology Support Analyst Jobs

Responsibilities:

• Troubleshoot basic network issues using appropriate tools and methodologies
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in call management system (FootPrints).
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Basic Active Directory knowledge. Creating user accounts, resetting passwords, creating groups, etc.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Support the service goals of Global Indemnity Group toward its agents, employees, and the public.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, imaging desktops/laptops, implementing manual file backups, and configuring systems and applications.
• Provides after-hours and on-call support as needed
• Support development and implementation of new computer projects and new hardware installations.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Receive and respond to incoming calls, pages, and/or e-mails regarding virtual and physical desktops and/or hardware problems.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Install anti-virus software.
• Build relationships and elicit problem details from help desk customers and clients as needed.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked question lists for all end users.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• 1st and 2nd level support – troubleshooting of IT-related problems from in-house software to hardware, such as remote support for iPhones, iPads, Laptops, Virtual Desktops, and Printers
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Requirements:

• Knowledge of basic computer hardware, including printers and scanners
• Proven analytical and problem-solving abilities.
• Enthusiasm towards working in a team-oriented, collaborative environment.
• Keen attention to detail.
• Certifications in A+, Microsoft a plus.
• Incident Management experience – Managing incidents including business expectations and communication
• 2+ years' experience in IT support or similar capacity.
• Strong documentation skills.
• Remote meeting technologies knowledge such as Webex by Cisco, Zoom, and Microsoft Teams.
• Ability to present ideas in user-friendly language.
• Ability to conduct research into a wide range of computing issues as required.
• Basic User and Security Group Active Directory administration
• Extensive application support experience with Microsoft Office.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Ability to absorb and retain information quickly.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Superb customer service orientation.
• Skillful with relevant data privacy practices and laws.
• Experience with virtual desktops is a plus.
• Experience with desktop operating systems, including Windows 8, 10, and 11.
• Exceptional written and oral communication skills.