Technical Support Analyst - Willingboro, United States - Radwell

Radwell

Verified Company

Willingboro, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

JOB SUMMARY

Monday-Friday 10:30am-7:30pm

The Technical Support Analyst (TSA) is responsible to provide support to all end users of the organization and to be the first level of support to the Associate Technical Support Analyst.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Answer and resolve Help Desk calls in a timely and professional manner.
Maintain accurate, timely logs of all calls and tasks, using the ticketing system
Document user requests for feature changes or enhancements to existing systems
Process the receiving, logging and deployment of IT assets, providing reports and updates to the asset log as needed
Provision and remove users in coordination with Human Resources department requests
Provide support and training to the Associate Technical Support Analyst
Maintain and update the phone system.
Work closely with the Infrastructure team to complete projects and tasks.
Provide consistent, professional, and exceptional customer service to all endusers.
Other tasks and duties as be assigned

METRICS
The Technical Support Analyst is expected to close a minimum of 15 tickets per day on average.

(Total Number of Tickets Closed per Month / (Total Working Days - Days off)) Additional metrics, such as training, calls taken, and projects completed will be factored into the monthly metric.

SUPERVISORY RESPONSIBILITIES
Not applicable. This position has no direct reports.

QUALIFICATIONS

Windows Client Operating Systems
Windows PC Hardware
Printer Configuration
Microsoft Office
Epicor Prophet 21

KNOWLEDGE & SKILLS REQUIRED

Working knowledge of
Workstations, laptops, and printers, mobile devices
Windows and mobile device operating systems
Microsoft Office

365 and companion apps

Working knowledge of
Microsoft Active Directory
Microsoft Exchange
Microsoft SCCM
Company network infrastructure, topologies, and protocols
Strong organizational, analytical, and problemsolving skills
Ability to work independently in a fastpaced environment
Ability to multitask and handle interruptions
Able to take calls in a professional and empathetic manner
Able to lift up to 50 lbs

EDUCATION & EXPERIENCE

AS, AAS, BS or equivalent degree in Business or Management of Information Systems (MIS)

- - 3years related experience and/or training

Technical product knowledge preferred

CERTIFICATES, LICENSES, REGISTRATIONS
A+, Network+, Security+ a plus

PHYSICAL DEMANDS

Frequent reaching/working overhead, stooping, kneeling, crouching and/or crawling
Frequent walking.
Lifting requirements include occasional lifting of up to 25 pounds and frequent lifting of up to 10 pounds.