Job Description
Job Description
Summary
The Technical Support Analyst implements and supports facility and corporate desktop equipment, and is the key technical resource responding to end user desktop incidents and requests reported to the Service Desk. Technical Support Analysts, problems beyond the scope of their ability or responsibility are communicated in a timely manner to senior-level support personnel. Support to other Corporate and Facility IT personnel is provided, as warranted, and participation in 24x7 on-call support is provided based on Corporate IT staff rotation.
Duties and Responsibilities
- Installs and repairs facility and corporate IT equipment and software per CMG IT standards and guidelines, including but not limited to terminals, personal computers, printers, cabling, and related software products
- Responds to and resolves inquiries and requests for assistance with Corporate or facility computer systems, and provides a superior customer support experience for division and facility users
- Analyzes and provides hands-on support for moderate to complex inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed
- Logs and tracks problems; reviews problem tracking databases
- Mentors, trains and supports entry-level technical analysts
- Performs facility-based moves, adds, and changes (MACs), as needed
- Maintains documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures
- Provides 24x7 on-call support based on Corporate IT staff rotation
- Aids and trains users on division and facility technology
- Performs preventative maintenance
- Recommends process changes that improve the implementation, maintenance and support of CMG IT desktop equipment and software
- Effectively works with customers, Service Desk and Technical Services personnel
- Participates in meetings, committees, and continuing education to improve individual, departmental and organizational performance.
- Perform other duties as assigned.
Qualifications
Education/Experience:
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 2-4 years of experience in a technical support or IT helpdesk role.
Skills:
- Proficiency with operating systems (Windows, macOS, Linux) and troubleshooting techniques.
- Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPN.
- Experience with IT ticketing systems Jira.
- Knowledge of Active Directory, Office 365, and enterprise productivity tools.
- Basic understanding of ITIL processes and methodologies is a plus.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Ability to prioritize tasks in a fast-paced environment.
- Customer-focused with a commitment to delivering high-quality service.