JOB SUMMARY
The goal of the IT Support Team is to provide 24-hour email and phone support coverage, along with onsite support between 6:00 AM and 9:00 PM. Candidate’s primary responsibility is to support Radwell’s end users and ensure smooth day-to-day operations.
The Technical Support Analyst (TSA) is responsible to provide support to all end users of the organization and to be the first level of support to the Associate Technical Support Analyst.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Answer and resolve Help Desk calls in a timely and professional manner.
- Maintain accurate, timely logs of all calls and tasks, using the ticketing system
- Document user requests for feature changes or enhancements to existing systems
- Process the receiving, logging and deployment of IT assets, providing reports and updates to the asset log as needed
- Provide desk side installation and application support for users if needed.
- Provision and remove users in coordination with Human Resources department requests
- Train end-users in the use of Radwell business applications, Windows, and Microsoft Office
- Provide support and training to the Associate Technical Support Analyst
- Maintain and update the phone system.
- Provide support to 3rd party applications in the Radiant Software system.
- Work closely with the Infrastructure team to complete projects and tasks.
- Provide consistent, professional, and exceptional customer service to all end-users.
- Other tasks and duties as be assigned
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METRICS
The Technical Support Analyst is expected to close a minimum of 15 tickets per day on average. (Total Number of Tickets Closed per Month / (Total Working Days – Days off)) Additional metrics, such as training, calls taken, and projects completed will be factored into the monthly metric.
SUPERVISORY RESPONSIBILITIES
Not applicable. This position has no direct reports.
QUALIFICATIONS
- Windows Client Operating Systems
- Windows PC Hardware
- Printer Configuration
- Microsoft Office
- Epicor Prophet 21
KNOWLEDGE & SKILLS REQUIRED
- Working knowledge of
- Workstations, laptops, and printers, mobile devices
- Windows and mobile device operating systems
- Microsoft Office 365 and companion apps
- Radwell specific applications (P21, Radiant System)
- Working knowledge of
- Microsoft Active Directory
- Microsoft Exchange
- Microsoft SCCM
- Company network infrastructure, topologies, and protocols
- Strong organizational, analytical, and problem-solving skills
- Ability to work independently in a fast-paced environment
- Ability to multi-task and handle interruptions
- Able to take calls in a professional and empathetic manner
- Able to lift up to 50 lbs
EDUCATION & EXPERIENCE
AS, AAS, BS or equivalent degree in Business or Management of Information Systems (MIS)
1 – 3years related experience and/or training
Technical product knowledge preferred
CERTIFICATES, LICENSES, REGISTRATIONS
A+, Network+, Security+ a plus
PHYSICAL DEMANDS
- Frequent reaching/working overhead, stooping, kneeling, crouching and/or crawling
- Frequent walking.
- Lifting requirements include occasional lifting of up to 25 pounds and frequent lifting of up to 10 pounds.
Required Skills
Required Experience