What are the responsibilities and job description for the Support Analyst position at CHSGa?
Join us at
– a place where you’ll be valued, recognized and rewarded for the vital work you do each day. We’ll surround you with a strong team and leadership that supports every aspect of your life – both inside and outside of our centers. And you’ll get to practice your passion in a non-profit, mission-driven organization that’s known for the highest level of care in our communities
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Primarily works backlog and call-back tickets, while working to increase personal knowledge of the customers we support.
- Supports customers encountering technical problems, including connectivity, desktop hardware, operating system, and software application functions.
- Accurately documents resolutions while maintaining a high degree of confidentiality regarding sensitive information and data pertaining to system security.
- Responsible for user account management in Active Directory and within applications, including add/change/remove in accordance with defined policies and procedures.
- Assists in the creation of departmental documentation (e.g., job aids, SOP’s, etc.).
- Participates in an on-call rotation for after-hours support.
- Recognizes when support from senior team members is necessary and escalates requests.
- Seeks to improve the customer experience while providing support.
- Responsible for an ongoing pursuit of knowledge, necessary to improve the support provided to the System, through formal training, self-motivated informal research on industry related trends and breaking news.
- Promotes the image and reputation of the System by exhibiting servant leadership and providing direct and open lines of communication.
- Contributes to the work of committees, workgroups, project management, and other collaborative efforts of the System.
- Performs other duties as necessary to ensure the success of the System.
MINIMUM QUALIFICATIONS
- Associates degree, or 1 years of relevant experience.
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Additional consideration is given to those possessing relevant certifications, such as:
- CompTIA A
- CompTIA Network
- CompTIA Security
- Strong working knowledge of Microsoft Office Suite and Windows desktop operating systems across computing platforms (e.g., laptops, tablets, and desktop computers).
- Ability to diagnose and troubleshoot incoming customer requests via phone and e-mail.
- Ability to communicate technical concepts to non-technical audiences via phone, email, and an internal ticketing system.
EEO / M / F / D / V / Drug Free Workplace
