SUMMARY
The Support Analyst is responsible for acknowledging/resolving user support requests via phone, email, or other methods defined by NSPI and Customer Service Level Agreements (SLA). Regardless of technology or nature of request (technical, billing, sales, other), the Support Analyst will act as primary contact, tracking requests for resolution or escalation and keeping customers continuously informed of status. Requests will primarily consist of user, local application, and desktop problems of varying platforms and providers. Experience will be heavily focused on desktop systems, commercial applications, network devices, and related current technologies.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. These duties are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
- First-level contact for all incoming technical problems, service requests, and inquires.
- Responds to telephone calls, email and personnel requests for technical support.
- Identifies and resolves recurring internal and customer issues.
- Prioritizes ticket workload based on customer and technical impact.
- Utilizes all available resources to resolve customer issues within defined SLAs.
- Responds to and resolves or escalates all customer issues within directives or SLAs.
- Keeps customer updated on ticket status, problem resolution, or inquiries.
- Participates in scheduled and ad hoc internal and customer specific meetings.
- Sustains detailed notes within NSPI systems on all issue resolution activities.
- Maintains customer technical information within defined documentation standards.
- Maintains customer and contact information with NSPI tickets and tracking systems.
- Obtain/maintain technical/professional certifications applicable to position or as directed.
- Independently resolve widely varying complex problems using current job knowledge and using research and external resources.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Excellent communication skills (written and oral)
- Must be highly motivated and have strong customer focus with the ability to interface with all levels of staff.
- Knowledge of Active Directoy for resetting passwords, joining systems to a domain.
- Ability to manage tasks and meet schedules
- Excellent organizational skills
- Excellent customer service and teamwork skills
- Ability to manage stressful situations under pressure
- Ability to maintain a high level of professionalism at all times
EDUCATION and/or EXPERIENCE
2-3 years prior experience in a technical support role.
Software experience with Desktop remote control tools.
Hardware, software and networking experience
Hardware experience must include Intel based desktops, laptops, group servers, and printers.
Software experience must include Windows 2000, Windows XP, and Microsoft Office.
Experience supporting mobile devices such as PDA or cell phones.
LANGUAGE SKILLS
Verbal and written communication skills must be professional and industry-oriented.
CERTIFICATES, LICENSES, REGISTRATIONS
Specific technical and/or OEM oriented training and associated certification(s) may be required in this role.
Microsoft Certified Systems Engineer for Windows (MCSE)
Microsoft Office Specialist (MOS)
Microsoft Certified Desktop Support Technician (MCDST)
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.