Job Description
Reporting into the IT Manager, the Tech Support Analyst II will be involved or responsible for the follow:
- You will evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
- You will alert management to emerging trends in incidents.
- You will deploy pre-packaged software as needed using automated deployment tools.
- You will assist in software releases and rollouts according to change management best practices.
- You will act as an escalation point for advanced or difficult help requests.
- You will build rapport with service desk customers ie other American Iron and Metal employee.
- You will record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- You can preform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- You can install antivirus software and ensure virus definitions are up to date and approved software requests manually or using a deployment server
- You can test fixes to ensure problem has been adequately resolved and use remote tools and diagnostic utilities to aid in troubleshooting.
- You can sontribute to technician knowledgebase and training as needed.
- You are able to reinforce SLAs to manage end-user expectations.
- You are able to perform remote and onsite troubleshooting of hardware, software and networking issues for various clients
- You are able to perform support fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and application
- You are reponsible to monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.
- You are responsible to document any and all changes to client environments as well as applying the latest industry “Best Practices”
- You are respondible for new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT management services
- You will proactively access software updates, drivers, knowledge bases and FAQ resources on the Internet/intranet to aid in client tech support problem resolution