Technical Support Analyst

Imperial PFS; Kansas City (MO); On-site; USD 45,000 - 65,000; Full time

Job summary

Imperial PFS is seeking a Service Desk technical support analyst to act as the central point of contact for IT requests and problems. The role repairs level 1 and some level 2 issues and escalates others to higher levels of support.

Responsibilities include logging and prioritizing tickets, resolving connectivity and software issues, and maintaining documentation and knowledge bases for self-help. Strong communication is essential to ensure customer satisfaction.

Qualifications

• Extensive knowledge of operating systems and hardware installation/repair.
• Advanced knowledge of software applications including MS Office and Outlook.
• Strong LAN networking troubleshooting skills.
• Familiar with ITIL standards and ITSM tools such as ServiceNow.
• Excellent communication via phone and email.
• Commitment to high-quality customer service and enterprise service delivery.
• Strong problem-solving and decision-making abilities.

Responsibilities

• Log and assign priorities, keeping clients updated on resolution status.
• Identify root causes and troubleshoot using tools and processes.
• Install, configure, maintain, and troubleshoot desktop and laptop systems.
• Escalate issues to ensure management awareness for severe problems.
• Develop written documentation for new and existing procedures.
• Create and maintain knowledge base articles for resolver groups and associates.

Skills

Operating systems

Hardware installation & repair

MS Office

Outlook

LAN networking

ITIL & ITSM (ServiceNow)

Communication

Customer service

Problem solving

Education

High School diploma

Some College

Tools

ServiceNow

Job description

Job Summary

As a member of the Service Desk team, the technical support analyst acts as a central point of contact for all IT requests and problems. Facilitates problem resolution by fixing level 1 and some level 2 issues and escalating other issues to higher levels of support.

Job Summary

As a member of the Service Desk team, the technical support analyst acts as a central point of contact for all IT requests and problems. Facilitates problem resolution by fixing level 1 and some level 2 issues and escalating other issues to higher levels of support.

Key Responsibilities

• Ensure customer satisfaction by logging and assigning an appropriate priority to all calls/requests. Keeps client updated on the status of problem resolution.
• Identify technology based problems and their root causes, and take responsibility for timely resolution, troubleshooting, and repair using proven tools, resources, and a variety of processes.
• Responsible for the installation, configuration, maintenance, and troubleshooting of desktop and laptop systems.
• Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that exceed documented targets.
• Develop written documentation for new and existing procedures.
• Create and maintain knowledge base of articles used by IT resolver groups and Associates for self-help instructions.

Required Skills

• Extensive knowledge of operating systems, computer/laptop/printer hardware installation and repair.
• Advanced knowledge of a wide variety of software applications, including but not limited to: MS Office, Outlook, Mobile Computer, Smart Phones/Blackberry, faxing, scanning, and other similar programs.
• Above average knowledge of computer networking (LAN) and troubleshooting of connectivity issues.
• Knowledge of service desk and customer service best practices
• Knowledge of ITIL standards and usage of ServiceNow or equivalent ITSM tool.
• Excellent communication skills, particularly via phone and email.
• Dedicated to high quality customer service and a working knowledge of enterprise-wide service delivery procedures.
• Strong problem-solving skills and inherent decision making abilities

Education Qualifications

• High School
• Some College