Responsibilities include but not limited to provide Desktop, Software and Network Support services remotely and on-site. The role requires strong technical skills with an emphasis on delivering superior customer service within our SLAs. In addition, the analyst will participate in projects such as PC refresh, and other projects based on business needs.
Provides excellent customer service at all times to internal customers in a business, medical and dental environment
Provides remote and on-site technical support
Create incident/request tickets, prioritize, update and close tickets per SLAs
Setup and configuration of new computers, software installation, updates and upgrades
Setup and configuration of mobile devices
Troubleshoot network issues
Setup and troubleshoot printer, copier, scanner and fax issues
Able to resolve technical issues independently and work with minimal supervision
Interfaces with multiple departments to solve problems and improve process quality.
Follows internal documentation and updates documentation as necessary.
Updates software inventory as needed.
Participates in a rotational after-hours on-call support
Will be required to travel to different locations to support end-users if issue(s) cannot be resolved remotely
Work with other IT departments and third-party vendors to resolve technical issues, and may serve as the primary liaison between internal IT teams and vendors
Participates in special projects as assigned
