Senior Technical Support Analyst
Job Type: Full Time / Permanent
Major Function: Ensure proper computer, network, and application operation so that end users can accomplish business tasks. This includes actively resolving escalated help requests within established SLOs. 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.
Major Responsibilities: • Evaluate documented resolutions & analyze trends for ways to prevent recurring issues. • Alert management to emerging trends in incidents. • Deploy pre-packaged software as needed using automated deployment tools • Assist in software releases and rollouts according to defined change management practices, which may include packaging software for deployment using automated tools. • Assist in providing initial end-user support when request volumes are high. • Act as an escalation point for advanced or difficult help requests. • Escalate incidents with accurate documentation to appropriate groups within IT or outside vendors when required. • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful actions taken, through to final resolution in a Service Management application. • Use remote tools and diagnostic utilities to aid in troubleshooting. • Research solutions through internal and external knowledge bases as needed. • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, installation of peripherals, or other tasks as necessary. • Ensure compliance of end-user PCs with standard configurations, software update policies, and security policies. • Test complex fixes to ensure problems have been adequately resolved. • Perform post-resolution follow-ups with Technical Support Analysts on escalated cases. • Develop help guides and FAQ documents for end users. • Contribute to IT knowledge bases as needed. • Proactively communicate status of issues and Service Level Objectives to manage end user expectations. • Provide suggestions for continuous improvement. • Participate in an after-hours on-call rotation. • Perform other duties as assigned. • Travel to domestic locations, up to 10%.
Education/Training: Degree: Bachelor’s Degree or equivalent training and experience. Major: Information Technology, Business or Computer Science. Experience: Previous experience in a user-facing support role required. Responsibilities for support of Windows workstations, basic office software applications, voice and data networks is preferred.
Certificates/Licenses: PC or network support certifications strongly preferred, but not required.
Skills: • Ability to identify, prioritize and solve complex problems • Able to work in a fast paced, complex and dynamic environment • Poise under pressure and comfort with ambiguity • Organization skills • Excellent verbal and written communication skills, including strong documentation skills • Ability to travel to remote facilities by vehicle or air • Mandarin or Cantonese language skills a plus • PC experience/knowledge.
Position Reports to: IT Operations Manager