Associate Technical Support Analyst

Summary of This Role

Performs the installation, repair and preventative maintenance of servers and edge of network devices (e.g. desktops, laptops, MDM platform, MACs) and related systems while ensuring all processes and procedures take into account company policy / standards and industry best practices. Assists in determining suitable software to meet user requirements. Troubleshoots software and hardware failures and identifies network problems when they relate to servers, desktop or laptop computers, MDM platform, or related peripheral equipment.

What Part Will You Play?

• Prepares desktops and laptops by imaging devices in preparation for deployment and testing them for proper operation. Ensures Thin Client and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with file servers, mail servers, etc. Sets up and configures appropriate hardware and software for new team members as primary analyst.
• Assists with maintaining the functionality and efficiency of computer and user objects in active directory. Configures user access for basic Local Area Network (LAN) services to include setting up email accounts for hired team members and deletion of terminated team members.
• Builds and configures infrastructure underpinning LAN services, as directed under supervision.
• Responds to routine technical issues surrounding desktop/laptop hardware (e.g. replacement of peripheral equipment due to failure), Microsoft Operating Systems, and/or installed software (e.g. basic software corruption), and follows through to appropriate resolution. Delivers replacement equipment, as directed.
• Prepares information on LAN capacity and performance through collection of automated reports and data providing to higher level analyst for reporting.
• Reviews and updates basic and standard departmental documentation, as directed.
• Assists with adherence to technology policies and compliance with all security controls, as directed.
• Ensures that allocated work queues are responded to and actioned in an appropriate timescale seeking support from higher level analysts or managers as needed.

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor's Degree Relevant Experience or Degree in: Computer Science, Management Information Systems preferred; other degrees considered.
• Typically No Relevant Experience Required

Preferred Qualifications

• Previous experience in an IT Server, Network, and/or PC Support, or IT customer support environment considered a plus

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.
• Job Complexity - Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.
• Supervision - Normally receives detailed instructions on all work.
• Client facing communication skills - Builds positive customer relationships, and works with clients to understand and respond to issues
• Problem resolution skills - Investigates and provides solutions to issues, incidents, and problems
• Organization - Prioritizes work according to business need, with minimal support