POSITION SUMMARY
The IT Support Analyst is responsible for providing timely and enthusiastic remote helpdesk and occasional onsite support for HCTec’s comprehensive managed services clients. This role will also provide IT support for all of HCTec’s internal IT needs. IT support will consist of handling customer and employee queries, troubleshooting and diagnosing IT issues.
Customer Service and Communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments – all within a structure that is extremely fast-paced and demanding. Organizational skills are critical to handle the prioritization of workload while simultaneously being able to effectively manage customer expectations to ensure 100% satisfaction. The candidate serves as the face of HCTec to its customers and therefore must hold themselves to the highest ethical and professional standards. This position will report to the firm’s Vice President of Technical Services.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES: To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.
· Review and Resolve IT Helpdesk Requests
o This is the customer service portion of the job. IT Support Analysts are the “face” of the helpdesk. If someone from another department needs IT, it is IT Support Analysts who answer the call. This duty takes patience and good communication skills.
o Must be able to set appropriate expectations for walk up requests that may be initiated while on-site at a client location
o Follows through with users whose issues are not closed on initial contact – which may include additional communication to the user, a supervisor, or other support areas within the team
o Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via the HCTec ticketing system.
o Ensure customers receive prompt, accurate and courteous service
· Allocation and Maintenance of IT Equipment
o IT Support Analysts are responsible for setting up all hardware and ensuring said hardware is connected to the network and working properly. It is the IT Support Analysts responsibility to issue this equipment, as well as diagnose and repair any malfunctions.
o Setup new computers and users along with basic user training
o Perform VOIP troubleshooting and setup
· Diagnose Hardware and Software Issues
o When something goes wrong, it is the IT Support Analysts who are the first line of defense. They are responsible for performing an initial diagnosis of the issue and documenting their findings. Then, they formulate and execute a strategy to fix the issue.
· Prioritize and Escalate Issues as Necessary
o Some issues are more pressing than others. It is up to IT Support Analysts to prioritize issues based on severity and immediacy. Some problems they won’t have the expertise to
solve and must escalate to the IT Engineering team.
ADDITIONAL INFORMATION:
Customer Focus
· Position serves both internal co-workers and HCTec Comprehensive Managed Services Clients
Confidentiality:
· Access to and/or works with sensitive and/or confidential information.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
· Microsoft Certified Professional (MCP) or A+ Certified, preferred
· Experience with Microsoft (SQL Server, Exchange, Active Directory), Citrix, SonicWALL, Cisco, Meraki and VMware technologies
· Minimum of two (2) years customer service experience
· Significant experience configuring, maintaining, and troubleshooting all versions of Microsoft Windows operating system
· Office 365 Management
· Basic networking skills with experience in DNS, DHCP, Switching/Routing, and wireless technologies
· Experience with mobile device support (iPhone, Android, Windows Mobile)
· Must be a team player and build good working relationships across all functions
· Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
· Need to be flexible, adaptable, and possess creative problem-solving skills
· Must demonstrate strong written and verbal communication
· Ability to work late shift and/or on-call rotation
· Ability to bend, stoop & carry at least 50lbs
· Insurable driving record, current driver license and reliable transportation
· 2 Year Associates or Bachelor’s degree in Information Technology or 3 years’ equivalent experience is required.
INDCORP
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Windows: 1 year (Preferred)
Work Location: In person
