Technical Support Analyst Senior

General Description

Provide client facing support and services for hardware, software, and applications issues.

Essential Duties

Employees performing in this job function may perform some or all of these duties. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

• Capture, evaluate, prioritize, resolve or escalate incoming telephone, voice mail, e-mail, ITIL queuing software and in-person requests for assistance from users experiencing problems with computing hardware, software, networking, mobile, telephony and other user related technologies.
• Provides Tier 1 and Tier 2 desktop & mobile support, limited Tier 1 & 2 application support, and limited Tier 2 network support.
• Maintain logins, passwords and security access for user domain and applications accounts.
• Troubleshoot hardware, software and application problems. Repair, maintain and upgrade computer / software equipment as required.
• Assist in major network application upgrades and deployment of software to desktops.
• Install, upgrade, move and maintain desktop, laptop, printers, scanners, mobile devices and peripherals.
• Tier 1 support for both desktop and mobile telecommunications equipment and services.
• Provide problem recognition, research, isolation, resolution and follow-up for routine and complex user problems.
• Provide end user support for Tier 1 malware avoidance and event remediation.
• Manage processes and procedures to prevent data loss / data exposure of sensitive court data by application of encryption technologies and media destruction in compliance with compliance with U.S. National Institute of Standards and Technology (NIST) Special Publication 800-88-Rev1, Guidelines for Media Sanitation in the U.S. markets.
• Prepare standard measures and reporting for Tech Support related. Update and maintain Incident Reports.
• Maintain technology-related asset records including manage equipment receipt, return, tracking and disposal procedures.
• Contact and coordinate with vendors and service providers to request service regarding defective products, maintenance repairs and services.
• Manage in Active Directory contacts and list membership to verify and distribute reports to other divisions, external customers and agencies.
• Train users in Tier 0 issue resolution to address commonly reported and simple issues.
• Document issues and solutions for future resolution of similar issues; recommend and develop process improvements. Maintains knowledge base for resolutions.
• Provide training, mentoring and support to Technical Support Analyst in resolving and fulfilling job responsibilities to obtain Senior level job knowledge.
• Provide afterhours technical support (on-call/rotation) as needed. 
• Communicates with management, co-workers, staff, and the general public in a courteous and professional manner.
• Conform with and abides by all regulations, policies, work procedures and instructions.
• Acts, dresses, and behaves in a professional manner to reflect a positive image of the court.

Competencies

• Accountability and Dependability: The extent to which one internalizes and outwardly expresses responsibility for timeliness, commitment to task, adherence to performance standards and conformity with the rules and policies of an organization.
• Adaptability & Flexibility:  Flexible and comfortable adapting to current work practices and procedures and acts as a catalyst for change.
• Communication: Ability to effectively communicate both verbally and in writing with internal and external individuals and groups. 
• Conflict Management:  Sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener.  Promotes group harmony and consensus.
• Customer Focus:  Commits to meeting the expectations and requirements of internal and external customers.   Acts with customers in mind; values importance of providing high-quality customer service.
• Learning Agility: Learns quickly when facing new problems; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks.
• Problem Solving and Decision Making: Ability to analyze situations, diagnose problems, identify the key issues, establish and evaluate alternative courses of action, and produce a logical, practical decision.
• Resilience and Emotional Maturity Demonstrating a level of emotional maturity that enables the individual to remain tenacious and focused when faced by increasingly challenging circumstances.  Demonstrate the ability to respond appropriately, manage uncertainty and bounce back even in the most trying of situations
• Teamwork: Works on projects as part of a team, exchanging ideas and contributing skills that complement those of the other team members.  Communicates openly with other team members and follows through on fulfilling commitments.

Knowledge, Skills and Abilities

• Demonstrated experience in Technical Support/Help Desk functions and delivery of associated customer service.
• Knowledge of Outlook, MSOffice tools, VNC, Active Directory.
• Maintenance and repair of desktop, laptop, printers, scanners, mobile devices. Knowledge of Networking and web technologies.
• Excellent customer service skills. Excellent oral communication skills. Solid written communications skills.
• Able to maintain confidential and sensitive information. Demonstrate ability to make sound and timely decisions. Follow established procedures, instruction, and policies.
• Ability to work in a fast paced, automated environment which experiences numerous interruptions. Ability to work in highly stressful situations.

Minimum Qualifications

Required:

• A 2-year technical degree or MS Certification and 4+ years of Tier 1 support experience
• A+ Certification
• Knowledge of ITIL methodology.

Computer Equipment and Software Requirements:

• Must possess strong PC and peripheral knowledge/skills, be knowledgeable with Windows operating systems, MS Office Suite, MS Access, Crystal Reports. Strong knowledge with in service desk incident reporting tools, preferably BMC, MS Outlook/Exchange, Software distribution tools and System administration tools including Active Directory.

Physical Requirements:

• Frequent:    standing, walking, sitting, carrying, pushing, lifting (up to 75Ibs) and pulling
• Occasional: balancing, stooping, kneeling, crouching and reaching