What are the responsibilities and job description for the IT Support Analyst position at PRASCO?
General Purpose of Position:
The support analyst will work with employees remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.
Primary Duties and Responsibilities (Essential Functions):
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Duties/Responsibilities |
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Providing first and second level support by troubleshooting and resolving hardware (computers, printers, mobile devices and other technology equipment), infrastructure (network connectivity) and software (web-based applications, cloud apps, local applications) issues within established timelines, and where applicable, the approved and established protocols |
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Staging, configuring, and deploying new and existing personal desktops, laptops, mobile devices, and peripherals. Identifying user needs for IT hardware. |
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Providing specialized advice and training to users on the optimal use of computer equipment and software to ensure effective and efficient use by end users. |
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Documenting technology service issue details, investigative activities, actions, and solutions, in the IT Service Management system in order to facilitate the identification of trends, resolution of recurring issues and overall service delivery |
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Identifying opportunities for additional areas where first-level support can be provided by the Service Desk. Upon approval, participating in knowledge-transfer sessions and documentation to ensure optimal transition of support to the Service Desk |
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Assisting in selection and evaluation of hardware and software to add value to the department function and the organization |
Work Shift:
This position works days, Monday - Friday. 8:30am - 5:00pm. This is a fully onsite position in Mason, OH.
Knowledge, Skills and Abilities:
- Strong knowledge of Microsoft Windows Operating Systems, Apple Operating Systems, Microsoft Desktop Applications, Adobe Applications.
- Strong knowledge of various hardware platforms, Windows Based, Apple Based, Mobile devices, and printers.
- Extensive troubleshooting skills in recent Windows environments
- Excellent documentation skills to provide technical as well as customer-facing documents
- Ability to decipher user needs/issues from user communications
- Understanding and embracing the increasing scope of services provided to customers by the Service Desk. Ability to exude a continuous improvement mindset
- Excellent customer service skills necessary to effectively interact with staff, management, vendors, and the general public, resulting in consistently high satisfaction levels. Ability to provide effective troubleshooting to remote users
- Self-motivated with the ability to work independently with minimal direction
- Possesses technical curiosity to constantly increase knowledge
Education and Experience:
- Bachelor’s degree in a computer related field or equivalent experience
- Minimum of 2 years of proven IT experience, providing exceptional support for end users
- Prior customer service experience along with previous procedural and customer-facing documentation experience
Physical Demands and Work Environment:
- Ability to sit at desk for extended periods of time
- Extended viewing of computer screens and manual dexterity to operate office equipment
- Required to sit, talk, see and hear. Occasionally required to walk, lift and/or move up to 25 pounds. Must use hands and fingers to operate computer
- Must have the ability to adjust focus for unplanned activities and other duties as assigned. Daily contact requires courtesy, discretion, and sound judgment
- The work environment is indoors. The noise level in the work environment is usually moderately quiet
GENERAL INFORMATION:
The expectation for all employees is to support the company’s mission, vision, culture, and core values while adhering to all company policies. The above information is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required. The position may require other duties as assigned and can be changed at any time by the company