Technology Customer Support Analyst

Job Description:
Responsible for executing the day-to-day tasks of the Technology Customer Support processes. Provides support, guidance and advice relating to the IT and Communications systems. Primarily involved with performing the incident management process, granting of user access, and routine requests, such as account unlocks and password resets. Requires competence across key IT administration tools and technology. Also, serves as the customer advocate and involved with the initial processing of service requests. Works independently and refers complex administration requests to more experienced technology customer support analysts, supervisor or manager. Leverages documented procedures and checklists, such as knowledge bases and FAQ lists to assess and/or resolve reported incidents. Works in a team as a team member.

Associate's or Bachelor's degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field or equivalent work experience.
Certifications include A+, N+, MOS, MCDST, desirable.
Minimum two (2) years of IT work experience in computer systems or support with demonstrated working knowledge of hardware and software products in a computer network environment and problem solving/troubleshooting skills.
Demonstrated work experience with using a Service/Help Desk system, preferred.
Demonstrated work experience with user security access administration, preferred.
Work experience which demonstrates the understanding of security practices and computer networks.
Working knowledge of Microsoft operating systems and administration tools, and MS Office applications beyond end user level.
Customer service experience in an IT Service/Help Desk environment, preferred.
Knowledge in IT service management processes, preferably ITIL, including incident management, service requests, change management, problem management, service level agreement (SLA), and asset management.

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