Associate Support Analyst

Working Arrangement:

Hybrid

Job Description:

• Responsible for seamless functioning of technology and applications for the benefit of internal and external users
• Provides great customer service experience to assist with troubleshooting hardware, software and peripheral issues
• Resolves technical issues and record transactions via ticketing system
• Develops and maintains checklists for common technical issues
• Performs user administration duties
• Provides frontline support for hardware, software and peripherals and resolving service tickets in a timely manner, escalates complex issues to software and platform technical analysts where appropriate
• Platform: Focuses on supporting platform to enable software development
• Infrastructure: Focuses on supporting infrastructure to support platform
• Software: Focuses on supporting software to enable application development
• Investigates and resolves simple issues with applications and hardware
• Assists with standard maintenance
• Some positive impact to specific organizational entitles
• Works together in a small team with a common purpose, follows rules from team members

Job Requirements:

• Microsoft Office 2007 to 2013, O365
• Windows 7, Windows 8, Windows 10, XP and Vista
• Windows Server 2003 and 2008 and 2012
• ServiceNow ticketing system
• Remote Desktop support
• Advanced printer/peripheral device troubleshooting
• Remote support for handheld smartphones and tablets
• Needs class room training
• Needs mentoring from competent colleagues
• Needs recipes for tasks
• Is pointed in the direction of relevant trainings by his or her colleagues
• Most interpersonal skills meet requirements
• Moderate working knowledge of key aspects of role
• Staying abreast of developments in your own technical discipline
• Most straightforward tasks completed to acceptable standard, requires some iteration
• Requires guidance to link each step
• Understands the informal structure
• Constantly learns from both success and failure
• Good verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomes
• Proactively identifies opportunities for improvement in processes and workflows
• Monitors areas of persistent difficulty and creates materials to efficiently deal with them