Technical Support Analyst

Intellect Resources

IR is looking for an onsite Technical Support Analyst. You will be responsible for providing on-site technical support to end-users, ensuring the functionality and reliability of their devices and systems. Your role will encompass troubleshooting a variety of end-user devices, including desktops, laptops, mobile devices, and printers. You will also assist with network-related issues and communicate with users to ensure their technical needs are met.

Key Responsibilities:

  • Device Troubleshooting: Demonstrate experience in troubleshooting various end-user devices, including desktops, laptops, mobile devices, and printers.
  • Operating Systems and Software: Possess proficiency in multiple operating systems, such as Windows and macOS, and familiarity with common office software suites, including Microsoft Office 365.
  • Networking: Have a basic understanding of networking concepts (e.g., Wi-Fi, VPN, DHCP, DNS) and the ability to troubleshoot connectivity issues.
  • Communication Skills: Exhibit excellent verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.
  • Customer Service: Provide strong customer service, with a patient and empathetic approach to problem-solving to ensure user satisfaction.
  • Ticketing Systems: Utilize experience with help desk ticketing systems (e.g., JIRA, Kace) to prioritize, manage, and resolve tickets in a timely manner.
  • Collaboration: Work collaboratively with other IT team members, escalate issues when necessary, and share knowledge to improve team efficiency.

Qualifications:

  • Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • Relevant certifications (e.g., CompTIA A+, Network+, or similar) would be a plus.

 

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