Overview

The Technical Support Analyst position provides customer support in the areas of computer operations, computer repair, user and desktop support (hardware and software), and helpdesk. This involves utilizing computer equipment, software and diagnostic tools to perform a broad range of customer assistance, production job processing, equipment maintenance and repair, and computer operations assignments.

Responsibilities

Essential Functions:

• Provide technical support in the use of personal computer hardware, software, and specialized technology. Perform a variety of complex information technology support duties to ensure smooth delivery of technology services.
• Monitor, operate, coordinate, assist and train others in the operation of computer hardware, software, peripherals in order to achieve desired results.
• Set up and configure desktop computers, peripherals and accounts assigning security level.
• Install software and repaired hardware and peripherals.
• Troubleshoot and support data communications networks which may carry data, voice and video communications.
• Resolve network communications problems to ensure user’s access to enterprise applications.
• Test programs; troubleshoot, diagnose problems, implement corrective actions procedures and/or escalate to other technical resources as appropriate.
• Maintain equipment, software and license inventories.
• Respond to user questions and explain the operation of applications and equipment
• Ensures compliance to security standards, policies and guidelines across the network.
• Assures that all regulatory guidelines from FDA, AABB and OSHA are followed

Skills & Abilities:

• Excellent written, oral, and presentation/communication skills.
• Proficiency in troubleshooting and researching solutions to complex problems with hardware and software.

• Ability to analyze procedures and data.
• Strong aptitude for learning and gaining proficiency in a variety of application systems,

including, but not limited to:

o Microsoft Office Suite and related technologies

o Blood Establishment Computer Systems (BECS)

o Any other application systems relevant to business needs

• Strong attention to detail in all work processes.
• Ability to work independently with minimal supervision.
• High level of interpersonal skills to handle a variety of complex issues and situations.
• Position requires demonstrated poise, tact and diplomacy in dealing with a variety of staff up to and including executive leadership.
• Ability to communicate clearly and with authority, both in writing and verbally, to others in one-on-one or small group settings.

• Ability to work in a strong team environment.
• Ability to plan and organize job tasks or resources in an efficient manner.
• Ability to be responsive and available to management in order to address issues and concerns as they arise.
• Ability to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demand
• Ability to use logic and reasoning to identify and analyze the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems within established policied and procedures.

• Ability to identify complex problems in a timely manner, decipher information to develop and evaluate options and implement solutions.

Qualifications

Education:

Bachelor’s degree in a business, math or computer related field. Experience may be substituted for some technical education.

Related Experience 

Three (3) years directly related experience, including: installing and supporting workstations in a Microsoft Windows environment.

Any combination of education, training and experience equivalent to the requirements listed above that has supplied the necessary

knowledge, skills, and experience to perform the essential functions of the job.

Required Licences/ Certification

Valid Driver's License