Technical Support Analyst

Little Rock, AR

Posted: 01/03/2023 Category: Information Technology Job Number: 2800000011

Job Description


Serves as a second level of contact for end-user support issues for internal or external end-user support customer issues. Will participate in supporting customers on standard technical issues relating to applications and desktop products, and client services products. Escalates complex issues to higher level staff.

Work is assigned and general instructions given for routine work; more detailed instruction is provided for new projects. Applies knowledge of company policies and standard practices to resolve problems. Analyzes issues, uses judgment to make decisions. Understands the Impact of Customer Satisfaction. Values the importance of customer satisfaction and understands how one’s actions impact customer satisfaction. Gauges how quality, reliability and timeliness affect the customers work/issues and their perception of ResCap. Communications demonstrate concern/interest in the customers problems and needs. Written communications are coherent/accurate. Communicates frequently with the customer about the status of activities. Values others' input and expertise.

Willing to learn from others. Promotes team cooperation/supports team decisions even if different from own views. Applies new technical approaches to best resolve customer problems. Considers cost of various business actions or alternatives in determining customer solutions. Understands the customers of the IT organization and demonstrates a clear commitment to their satisfaction. Breaks down a problem into smaller parts. Makes multiple causal links: Several potential causes or events, several consequences of actions, or multiple-part chains of events (A leads to B leads to C leads to D). Analyzes relationships among several parts of a problem or situation.

This person will support end users and executives, and the candidate must have experience supporting executives in a business professional environment and have Office 365, Active Directory, SCCM, support experience to resolve any end user computing issues coming through the ServiceNow Ticketing System.
This person will handle troubleshooting of complex issues and may also help to image laptops and deploy/hook up new hire equipment (monitors, docks, etc.).


Job Requirements


Knowledge of: operating systems and utilities, especially Windows 10; networking; memory structure; cloud computing and SaaS applications; hardware and software interfacing; operational needs regarding data communications; user needs analysis; data storage and security; agency rules/regulations and policies/procedures computer hardware and software; applications and user systems; peripherals; computer assembly.
Ability to: follow through with problem resolution quickly and communicate status throughout resolution cycle; clearly communicate information/ideas to others, especially in person; assist end users by active listening to understand their problems and quickly identify potential solutions.

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