Technical Support Analyst

Imperial PFS; Kansas City (MO); On-site; USD 42,000 - 55,000; Full time

Job summary

Imperial PFS is seeking a Service Desk/Technical Support Analyst to act as a central contact for IT requests. You will resolve level 1 issues and some level 2, while escalating more complex problems to higher support levels.

Responsibilities include logging and prioritizing calls, troubleshooting, and maintaining desktops and laptops. You will develop documentation and knowledge base articles to support resolver groups.

Qualifications

• Proficient with operating systems and hardware setup.
• Familiar with common software suites including MS Office and email clients.
• Understanding of LAN basics and basic network troubleshooting.
• Knowledge of ITIL principles and ITSM workflows.
• Experience with ServiceNow or similar ticketing systems.
• Excellent phone and email communication and customer service skills.

Responsibilities

• Log and prioritize requests and keep clients updated on progress.
• Identify root causes and troubleshoot to resolve level 1/2 issues.
• Install, configure, maintain, and troubleshoot desktops and laptops.
• Escalate complex problems to higher support levels when needed.
• Create and maintain procedures and knowledge base articles.
• Support service delivery standards and documentation.

Skills

Operating Systems

Hardware installation

Software applications

Networking basics

ITIL/ITSM

ServiceNow

Communication skills

Tools

ServiceNow

ITSM tools

Job description

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