Technical Support Analyst

Job Title: Technical Support Specialist I
Department: I.T Service & Support
Reports to: Supervisor, I.T Service & Support
Prepared by: Brian Lowell
Prepared Date: 2/4/2021
Summary
This position is the central point of contact for all IT related incidents and service requests. The role of the Technical Support Specialist I is to provide first line support for all customer accounts within the Cyberlink ASP ecosystem. The Technical Support Specialist I is responsible for resolving support requests, as well as, meeting customer satisfaction and continuous service delivery demands. Applicant should be capable of working in a dynamic, fast-paced environment, while providing support services over the phone, via e-mail and with Remote Desktop and Screen Sharing software.
Essential Duties & Responsibilities

• Utilize and become proficient with Remote Desktop and Screen Sharing software.
• Diagnose and resolve PC hardware incidents remotely, including PC Break/Fix and Peripheral Break/Fix.
• Diagnose and resolve PC software incidents remotely, including Operating Systems, Workgroup, Anti-Virus, Microsoft Office and Office 365, Internet Browsers, Client Practice Management Software and Email Systems.
• Assist users with Network and User access incidents, including User Logins, Password Resets and Program Access.
• Take ownership of all Level 1 related issues by carrying out problem analysis and diagnostics to implement a prompt resolution to the customer related incident.
• Escalating incidents to Level 2 and Level 3 Support Technicians accurately, while providing detailed information on the incident in the Help Desk Ticket Management System.
• Maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers at all levels in the organization.
• Create, maintain and publish relevant support documentation in order to assist all team members in the quick resolution of incidents and service requests.
• Continue on-going training to maintain and improve your skillset and abilities to support and maintain future hardware and software solutions, along with coaching and training other Support Technicians Level 1.
• Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibilities.
• Ability to work under pressure (dealing with constraints which are often outside of your control - these might be resource or time constraints, the difficulty of the task or having insufficient knowledge required to complete the task, or unforeseen changes or problems.)
• Ability to multi-task efficiently (Multitasking entails juggling different work activities and shifting attention from one task to another, quickly and efficiently).

Competencies
Ability to complete minor repairs, upgrades, and installation of hardware and software. Install and configure workstations, laptops. Successfully set priorities, perform tasks in an orderly fashion, and meet time deadlines. Stay current with changing technologies, willing and able to take on new tasks and responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Excellent personal relation and customer service skills.
Education
Bachelor's degree (B.A.) from four-year College or University; 5+ years' experience in a Desktop Support or Help Desk position, or equivalent combination of education and experience. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals.
Certificates, Licenses, Registrations
Industry certifications are highly desirable (such as: ITIL, ITSM, A+, Network+, Security+, etc…)
Experience

• 1-3 years' experience in Problem Management, Incident Management, Configuration Management, and the Information Technology Infrastructure Library (ITIL) framework and/or Information Technology Service Management. (Strongly Desired)
• 1-3 years' experience in IT and Infrastructure and Operations or experience within an Enterprise Help Desk/Desktop Support environment
• 1-3 years' experience in Microsoft Operating Systems, Microsoft Office applications, Microsoft Exchange, Citrix, and Active Directory.
• Understanding of Windows Server 2008, 2012, and 2016.
• 1-3 years' experience in a technical role providing remote support in a technical service desk environment.
• Possess Excellent verbal and written communications skills
• Possess a high level understanding and knowledge of PC computer hardware, software, peripherals, and operating systems.
• Possess excellent time management skills and ability to multi-task, prioritize, and have a high attention to detail.

Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Physical Demands
Bending and crawling are necessary for some functions, repetitive movements on PC and data entry. Some lifting is required up to 50lbs.