IS Customer Support Analyst - 137434

We are looking for a highly skilled and customer-oriented professional to join our Information Services (IS) team as a Customer Support Services Analyst. This role is essential in providing top-notch technical support across a wide range of IS services, including both hardware and software applications. The ideal candidate will deliver a mix of on-site and remote support, ensuring that our users receive prompt, effective assistance whether they are in the office or working remotely. This position involves both Field Support and Service Desk functions, making it a critical component of our IS service delivery model.

Key Responsibilities:

Customer Service:

• Serve as the first point of contact for IS support requests, with a strong emphasis on providing exceptional customer service and ensuring a positive user experience.
• Assist users with navigating and troubleshooting a variety of software applications and hardware, providing clear and effective guidance.
• Prioritize and manage a high volume of support tickets, ensuring that all issues are resolved quickly and to the user's satisfaction.
• Maintain a customer-centric approach, ensuring that all interactions are handled with empathy and professionalism.

Technical Support:

• Provide comprehensive technical support for hardware, software, and network-related issues, including desktops, laptops, mobile devices, peripherals, and enterprise applications.
• Diagnose and resolve software and application issues, ensuring that all installed applications are functioning optimally for end-users.
• Facilitate software installations, updates, patches, and troubleshooting to minimize disruptions to end-user productivity.
• Deliver a mix of on-site and remote support, efficiently addressing technical challenges.

Systems and Tools Management:

• Configure, install, and maintain computer systems and applications, ensuring that all software is up-to-date and secure.
• Assist in the deployment of new software tools and systems, ensuring seamless integration and operation within the existing IS infrastructure.
• Conduct routine system checks and performance monitoring to proactively identify and address potential issues.
• Work closely with other IS teams to manage system dependencies and ensure smooth operation of enterprise-wide applications.
• Ability to use a variety of support tools to enhance support capabilities and improve end-user experience.

Training and Documentation:

• Provide one-on-one training to end-users on new and existing software applications and tools.
• Contribute to the development of knowledge base articles to streamline support processes and improve user self-service capabilities.

Collaboration and Communication:

• Work closely with other IT teams, including software developers and system administrators, to resolve complex issues and implement effective solutions.
• Communicate effectively with users to understand their needs, troubleshoot issues, and provide clear and actionable solutions.
• Act as a liaison between end-users and higher-level technical support when necessary, ensuring that complex issues are escalated and resolved appropriately.
• Communicate effectively with non-technical stakeholders, providing regular updates on the status of support requests and ongoing issues.

• Six (6) years of related experience, education/training, OR a Bachelor's degree in related area plus two (2) years of related experience/training.

• Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.

• Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.

• Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices.

• Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.

• Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.

• Working knowledge of server internals, especially as needed for troubleshooting and isolating issues.

• Advanced skill at creating technical documentation for complex processes and applications.

• Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.

• General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.

• Demonstrates problem-solving skills.

• Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.

• Effective skills at technical and administrative work direction.

• Working knowledge of desktop and business / technical support systems.

• Demonstrated judgment to delegate / escalate issues appropriately.

• Proven ability to provide exceptional customer service in a high-volume, fast-paced environment.

• Excellent problem-solving skills, with the ability to troubleshoot and resolve a wide range of technical issues.

• Strong understanding of software troubleshooting, including experience with a variety of enterprise applications and operating systems.

• Demonstrate critical and analytical skills, with a focus on delivering solutions that enhance user satisfaction.

• Experience working in a fast-paced, high-volume call center or support environment is highly desirable.

• Demonstrate meticulous attention to detail, ensuring that every interaction and resolution is handled with precision and care.

• Must be able to work various hours and locations based on business needs.

• Employment is subject to a criminal background check and pre-employment physical.