Technical Support Analyst 1

The MIS team for Crescent Heights delivers expertise and value to all its employees across the nation. Our team specializes in Service Desk, System Administration, On and off-site Services, Networking, VoIP Telephony, BI, and Project Management. Above all else, our team has a desire to grow and succeed. Working in a collaborative environment, we want our employees to become well-rounded technicians, with a team mentality.

The Technical Support Analyst 1 is the initial point of contact for client support issues, which are generated via service request tickets or incoming calls. The first objective upon taking the call or service ticket, is to diagnose the issue. Once diagnosed, determine if the issue is in your expertise and can be resolved in a timely manner. Not all calls can be resolved immediately, so it is important to know when the issue needs to be escalated. The Technical Support Analyst 1 then documents their troubleshooting steps, sees it through to its resolution, and closes the ticket upon completion or escalation.

Qualifications

· Demonstrated experience 1- 3 years of related work, or an equivalent of education and experience.

· Demonstrated experience communicating professionally with end users in problematic or urgent situations, maintaining quality customer service.

· Demonstrated effective interpersonal, verbal, and written communication skills.

· Demonstrated ability to apply logical reasoning to situations and derive workable solutions.

· Capable of prioritizing and handling multiple tasks, maintaining quality service.

· Functions well in complex environments with minimal direction, partnering with others for escalation.

· Developed analytical and problem-solving skills.

· Continued enhancement of technical skills through continuing education/seminars and interaction with other IT disciplines.

· A thirst to learn and grow alongside a tenured team of administrators and management.

Duties and Responsibilities:

· The candidate is responsible for providing first level escalation support as the key contact for support related requests from a broad range of users at corporate, regional and operational locations throughout the nation.

· Provides technical assistance and support for general and routine incoming queries related to end user devices, corporate software, virtual private network connections and user access management.

· Sets up end user computers onsite or remotely following corporate procedures.

· Sets up mobile devices with corporate management. (Apple, Android, Microsoft)

· Performs routine technical assistance and maintenance duties for the service desk.

· Maintains and updates asset management inventory, maintenance documentation for desktops and laptops, and facilitates e-recycling.

· Installs and troubleshoot Microsoft operating systems, specifically Windows 10/11.

· Installs and updates hardware drivers for a variety of manufactures on all desktop and laptops.

· Installs and troubleshoot Microsoft Office and Microsoft Teams on Windows computers and iOS devices.

· Installs and troubleshoot Apple devices such as iPhone, iPad, iMac and MacBook computers, and understands iCloud/Apple ID management.

· Creates users and groups in Active Directory Users and Computers following corporate naming conventions and resets passwords upon request.

· Instructs end users through the basic troubleshooting process for network related issues, understanding how IP addresses and naming systems relate.

· Performs work under the direct supervision of a manager.

Additional Responsibilities:

• Manages a queue of tickets in the help desk ticketing system, in addition to incoming calls, and follows the Crescent Heights SLA Policy.
• Follows up on open tickets and documents them through closure.
• Voices user requirements into tasks and creates a ticket in the ticketing system.
• Contributes to the effective resolution of user issues by collaborating with the rest of the support team.
• Setup and troubleshoot desktops/laptops, including the ability to replace parts such as hard drives, RAM, batteries, power supplies and LCD screens.
• Connects to PCs with remote connection tools for remote support and works with the user on the phone for the best solution.
• Replaces UPS batteries at end user desks and wiring closest when needed.
• Moves computers and accessories in and out of storage and maintains hardware organized.
• Creates and inputs all new IT assets into asset inventory software, updates assets as they are redistributed or retired, and holds users accountable.
• Communicates with vendors or manufactures to open RMA cases for all warrantied equipment.

Applied Knowledge:

• Active Directory Administrative Management
• Network communication.
• File server management and permissions
• Network printer management and troubleshooting
• Software installation and support.
• VPN client installation and setup.
• 365 App / Microsoft Office and Teams support for online and desktop issues.
• One Drive sync management and backups.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person