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Technical Support Analyst
at Alzheimer's Association
The Technical Support Analyst is the escalation point of contact for Association employees with IT-related issues that fall outside the Service Level response expected by the Help Desk Analyst during regular business hours. This position is responsible for triaging and remediation of complex help desk requests; resolving Level 2 requests and reassigning Level 3 issues; identifying issue patterns and escalating them as appropriate in order to minimize downtime; and managing day to day monitoring of critical systems and managing end-user equipment; maintaining security compliance of laptop and mobile devices.
Essential Job Duties:
? End-user Support: Provide advanced technical support (User based - hardware troubleshooting and standard software installation). Addresses data recovery through user requested file restores. Provides printer support services for configuration and continued monitoring and management.
? Infrastructure Support: Monitoring of day-to-day infrastructure operations, Image and configure new hardware according to departmental procedures and best practices.
? Asset Management: - Inventory maintenance, recycle and reporting.
? Mobile Device Management: Access controls, compliance regulation, Application controls, (Laptops and mobile devices)
?Associate degree in Computer Science or Management Information Systems or 2 years of IT system support.
?2 years working as part of a helpdesk team.
?2 years experience using a helpdesk ticket management system.
?Hands-on experience managing user accounts in Windows Active Directory and Google.
?Experience installing software and operating system firmware.
?Knowledge and understanding of security concepts including network, server, and computer security.
?Able to organize and prioritize work in order to meet helpdesk customer service levels.
?Able to work independently and handle multiple tasks.
?Strong customer service skills.
?Strong technical interest and demonstrated aptitude.
?Effective communication (verbal and written).
?Excellent analytical skills to use towards problem-solving helpdesk issues.
?Certification in fundamental technology concepts, core technical (desktop) skills is a plus.