Technical Support Analyst I

GENERAL DESCRIPTION OF WORK :

The Technical Support Analyst I will be part of a service desk support team supporting local and remote customers. Individuals must be able to troubleshoot basic technical issues over the phone, use remote support tools to assist customers, and be able to handle multiple responsibilities simultaneously. Answer incoming calls to service desk. Will perform work assigned to them via the enterprise ticketing system. This position reports directly to the Manager of TI Client Services.

ESSENTIAL FUNCTIONS :

Answer incoming calls to TI Service Desk and perform level 1 troubleshooting.

Use remote control software to resolve desktop issues.

Performs OS and application maintenance and troubleshooting.

Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution in enterprise ticketing system.

Performs preventive maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and other applications on all end user devices, as needed.

Logs and updates service requests via the enterprise ticketing system.

Apply diagnostic utilities to aid in troubleshooting,

Escalates service requests to Technical Support Analyst II as appropriate.

Attends and participates in staff meetings and related activities; attends workshops to keep up to date with desktop support issues.

Provide IT Support for meetings.

Dependable attendance is required.

Comply with all standard operating procedures (SOPs) and policies.

This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.

REQUIRED EDUCATION AND EXPERIENCE :

Associates degree in Information Systems or a related field and two (2) years of related experience. Experience may be substituted in lieu of education on a year-for-year basis up to two years.

PREFERRED QUALIFICATIONS :

Certifications : A+, Security+, Net+, CompTIA ITF+ or other technology related certification desired.

Knowledge of local and wide area networks.

ADDITIONAL REQUIREMENTS :

Must understand Microsoft Windows environment.

Must have knowledge of MS Office 365 applications (Outlook, Word, Excel, PowerPoint, etc.)

Must have superior verbal and written communication skills.

Must process thorough knowledge of the standard tools, materials, methods, practices, safety precautions and occupational hazards of trade.

Must be able to work with little supervision.

Must have good typing skills.

Must be able to operate in a fast-paced multi-tasking environment.

Must have excellent analytical skills to determine root cause and risk elements while considering alternative courses of action.

Must read and understand complex materials such as reports, instructions, and manuals.

Must be able to maintain good work attendance.

Safety Accountability Statement :

• Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers.
• Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs related to safety, health, and system security.
• Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department.
• Employees are responsible, and required, to stop a job / task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used.

Must comply with and support all applicable VIA EEO Policies and Procedures.

PHYSICAL REQUIREMENTS :

Physical ability required to be mobile, bend, stoop, twist, squat, kneel, sit, stand, reach, carry, climb, and occasionally lift and push objects which weigh 75 pounds and frequently lift and push objects which weigh 50 pounds.

WORK ENVIRONMENTS :

May be required to work any time of the day, evening or night during the week or weekend to include being on-call as scheduled.

May be exposed to electrical and chemical hazards and other conditions.

Work involves deadlines and multiple priorities.

VIA is an Equal Employment Opportunity Employer, providing equal opportunity to all qualified individuals, regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability.