What are the responsibilities and job description for the User Support Analyst 2 position at TalentAlly?
Summary
This role is responsible for providing support related to computer hardware, software, and systems. Requires the use of the IT Request System, phone and face-to-face contact, and analysis to bring customer problems to resolution. In addition, this role will be expected to help create new processes and procedures as business needs change.
Essential Functions
This role is responsible for providing support related to computer hardware, software, and systems. Requires the use of the IT Request System, phone and face-to-face contact, and analysis to bring customer problems to resolution. In addition, this role will be expected to help create new processes and procedures as business needs change.
Essential Functions
- Respond to assigned help desk tickets and provide solutions for reported customer problems - when problem is beyond level of expertise or area of responsibility, escalate issues to more senior IT staff.
- Document the details related to a problem and resolution in the IT Request System.
- Liaise team projects, complete tasks, and ensure they are completed on time and to specifications.
- Facilitate the configuration and deployment of computer refresh at local site.
- Other duties as assigned.
- Bachelor's Degree in related field. May consider equivalent work experience in lieu of degree.
- 4 years IT experience.
- Experience with software deployment solutions, mobile/device/user management, VoIP phone systems, active directory, as well as folder access and permissioning.
- Knowledge and expertise in business processes, service level agreements, standard operating proceduresand policies.