Responsibilities include but not limited to provide Desktop, Software and Network Support services remotely and on-site. The role requires strong technical skills with an emphasis on delivering superior customer service within our SLAs. In addition, the analyst will participate in projects such as PC refresh, and other projects based on business needs.

This is a full time, benefit eligible position at our adminstrative offices. 

Benefits

Compensation: $25.00 - $28.37/hour. We offer excellent benefits including: medical, dental, vision (including dependent and domestic partner coverage), generous leave benefits including ten paid holidays, Flexible Spending Accounts, 403(b) retirement savings plan.

• Provides excellent customer service at all times to internal customers in a business, medical and dental environment
• Provides remote and on-site technical support

• Create incident/request tickets, prioritize, update and close tickets per SLAs

• Setup and configuration of new computers, software installation, updates and upgrades
• Setup and configuration of mobile devices
• Troubleshoot network issues
• Setup and troubleshoot printer, copier, scanner and fax issues
• Able to resolve technical issues independently and work with minimal supervision
• Interfaces with multiple departments to solve problems and improve process quality.
• Follows internal documentation and updates documentation as necessary.  
• Updates software inventory as needed.
• Participates in a rotational after-hours on-call support

• Will be required to travel to different locations to support end-users if issue(s) cannot be resolved remotely
• Work with other IT departments and third-party vendors to resolve technical issues, and may serve as the primary liaison between internal IT teams and vendors

• Participates in special projects as assigned

• 3 plus years of relevant desktop support experience or equivalent combination of education and work experience
• Strong problem and troubleshooting skills, excellent customer service skills, including professional phone and email interactions
• Able to work under pressure in a positive, friendly and professional manner
• Very good understanding of desktop and network administration fundamentals, Windows installations/upgrades, and problem solving analytical skills
• Vehicle transportation and able to lift 25 lbs. is required

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand, walk, and sit; use hands to finger, handle, or feel and reach with hands and arms; talk and hear. The employee is required to lift and/or move up to 25 pounds.  The employee frequently works with a video display terminal for prolonged periods; vision abilities include close vision and ability to adjust focus. 

While performing the duties of this job, the employee works in both inside and outside environmental conditions.  The employee may be required to attend evening meetings, travel and work evenings or weekends.  The noise level varies. Individual is subject to frequent interruptions.