IT Support Analyst

IT Support Analyst

Job Description

Description:

This role provides primary tier one telephone and remote support for user technologies. Process work in queued ticketing system, closing or escalating tickets and issues, documenting resolution in ticketing or knowledge management system to help resolve similar problems more quickly in future. May serve as backup for walk in or field support. May help with light repairs or providing support for internal IT related services. Diagnose and resolve computer related problems in hardware, applications, and operating systems, including issues related to installations and configurations. Provide primary support to resolve issues relating to computer and printer repair. Ensures documentation is accurate and updated regularly. May monitor computer lab resources and computing environment for errors and ensure optimum up time of resources. Track all client interactions and document work process. May support students users in computer labs. Identify opportunities to improve customer satisfaction, technology, and processes and contribute to a team environment by working collaboratively. Requires experience troubleshooting tier one Mac and Windows OS and related experience supporting email and desktop applications.


Additional Job Details

Provide first-contact technical support for HMS community members including computer hardware, software, networking, accounts, mobile devices, printers, classroom/audiovisual systems, and other specialized technology.
Assist HMS community members with technical issues and requests via remote and in-person troubleshooting; provide support as assigned in a variety of modalities including in-person walk-up, remote session, ticketing system, email, phone, and deskside support.
Diagnose and resolve basic to moderately complex incidents; escalate more complex issues as required.
Set up and configure desktop computers, accounts, peripherals, and install/remove standard software and hardware.
Administer user accounts: vet identity, assist with password resets, update database records.
Produce and test user documentation; maintain, update, or create basic web pages or internal databases.
Generate moderately complex reports.
Participate in routine security checks, and perform basic troubleshooting for network, telephony and voicemail issues.
Provide device lending and shared resource support, including emergency classroom/AV response.
Communicate effectively with end-users as a liaison for IT.
May be required to participate in an After Hours calls rotation.
Participate in cross-functional IT projects and provide support to related IT Support teams as assigned, including cross-assignment to related IT Support teams as coverage for temporary work surges or staffing shortages, and performs other duties as assigned.
Responsible for computer, peripheral, and printer, hardware troubleshooting and diagnostics and facilitating hardware repairs with HMS approved vendors.

Top skills: problem-solving, communication, adaptability

Required Education

High School Graduate

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status