TECHNICAL SUPPORT ANALYST

LOCATION: Dallas, TX

JOB TYPE: Full-time/Onsite

ANATOMY_IT is a complete technology solutions provider that is a transformative force in the information technology space. We are a Managed Services Provider (MSP) that provides scalable services to companies in the tri-state area. From managed IT services, cybersecurity, cloud computing, data backup, and VOIP Services we are committed to being an extension of any company by providing the utmost level of customer service and expertise.

WHAT YOU’LL DO

Because of our incredible growth, we are looking to add a full-time, experienced Technical Support Analyst. In this role, you will perform crucial job duties such as maintaining, supporting, and administering desktops, printers, and network infrastructure at client locations. This position requires a highly motivated team player with excellent interpersonal skills.

The Analyst maintains, supports, and administers desktops, printers, and network infrastructure at client locations. The primary responsibility of the Analyst is ticket closure and maintaining a healthy client relationship and rapport. The role includes deploying and maintaining reliable and secure desktop solutions at assigned client locations while providing “white-glove” support to the end users. Interacting with vendor technical support contacts to identify and resolve issues on various computing equipment, when necessary, is part of this role.

• Serve as primary support liaison between ANATOMY_IT. and customer
• Provide advanced remote and on-site support to our clients
• Perform necessary hardware and peripheral device install, support and repairs on various equipment including network printers, scanners, monitors & UPS devices; switches, access points, and sometimes phones; applications including Office, EMR, etc.
• Identify the issue and determine the most efficient and cost effective way to resolve the issue while keeping customer downtime to a minimum
• Using discretion, prioritize and manage multiple open issues at one time
• Proactively inform customers of ticket details and resolutions
• Follow department processes for issue resolution, escalation, and triage
• Support implementation efforts around product changes
• Assist with troubleshooting by partnering with other departments across the organization
• Perform technical review of documents for completeness and accuracy of content
• Maintain positive attitude and customer advocacy through site issue resolution
• Participate in discussions and activities regarding IT projects, resourcing and prioritization while advocating for ANATOMY_IT. as it relates to our product offerings
• Brainstorm client solutions where standard offerings are not available by collaborating with Account Managers in creating SOW
• Follow up on tickets at pre-defined intervals and update status log
• Keep up-to-date with new product versions and their functionality change
• Participate in special projects providing support of new product installations and teaching team members the installation procedures, features of applications, improvements to existing processes and procedures, etc.

WHAT WE ARE LOOKING FOR

• High School diploma
• Certification (A , Network , CCNA, etc.) or equivalent experience
• 3 - 5 years work experience in a computer support role
• Complete Technical understanding and expertise in Windows Desktop (Versions 7/10), DNS functionality (desktop), Active Directory Moves/Adds/Changes
• Solid customer service, communication, and organizational skills
• Ability to work under tight deadlines and shifting priorities
• Occasionally work past scheduled work hours to complete work tasks, including occasional nights and weekend work as needed
• Ability to participate in a rotating on-call schedule
• Reliable and punctual

BENEFITS

We love collaborating and working together as a team. Our benefits include healthcare, 401K fund contribution, paid-time-off, long-term disability, and a family atmosphere of caring and concern for each team member.

EQUAL OPPORTUNITY EMPLOYER 

We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Differences make us better.