Technical Service Analyst

ITA’s Corporate IT Team is seeking a high-performance Technical Support Analyst to join this fast-paced, dynamic team. You will be responsible for fielding requests, solving problems, automating efficient solutions and providing outstanding customer service. If you are this person, read further!

Responsibilities:

• Provide first level support for 450+ employees in a fast-paced software environment. Support areas include but are not limited to hardware, operating system support, phone, network, VPN access, printing, email, application support and wireless devices.
• Log tickets and track their resolution, presenting communications as required.
• Analyze problems, resolving if possible, escalating to senior-level support as necessary.
• Automate procedures (where applicable) to reduce current workload or increase efficiency.
• Support admin-level requests on domains and servers, such as account creation, backup systems, VPN maintenance, and mailing lists.
• Install appropriate image on computers for disbursement to new and existing employees.
• Install software and update settings on computers upon request.
• Create and evaluate problem reports routinely and recommend permanent solutions for recurring problems.
• Publish and/or update documentation on common problems.
• Meet or exceed departmental service level metrics and provide feedback to improve service levels.

Qualifications:

• Four-year college degree or equivalent work experience.
• 2-3 years experience providing technical support. Preferred: Providing support in a mixed Windows and UNIX/Linux environment.
• Experience with Windows 2000, Windows XP, Fedora Core and Red Hat Linux, and Mac OS X operating systems.
• Experience with Lotus Notes, Internet Explorer, Firefox, Thunderbird, MS Office, and any other application from a support perspective.
• Desired experience working in a ticket system, CRM tool, or work-distribution based system.
• Technical certifications are preferred.

Special Knowledge/Skills Required:

• Proven ability to learn new technologies quickly.
• Dedicated focus on customer service and teamwork.
• Demonstrated ability to prioritize tasks, stay organized, and make details a high priority.
• Effective communicator, placing a high degree of importance in developing and maintaining customer relationships.
• Ability to communicate technology solutions in a clear and concise manner.

How to Apply
If you are interested in this position, please send your resume to us via this link. An ITA Software recruiter will review your qualifications and contact you if there is a fit with our needs.

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