Overview
On Site
Full Time
Skills
Computer Hardware
A+
Microsoft Certified Professional
Promotions
Information Technology
Laptop
Repair
Communication
Technical Writing
Microsoft Windows
Microsoft Excel
Microsoft PowerPoint
Microsoft Outlook
Network
Analytical Skill
Documentation
Scripting
Management
Internet
Facilitation
Mentorship
Technical Support
Service Desk
Job Details
Variable (United States of America)
Technical Support Analyst II
The Technical Support Analyst II will work directly with users to provide second tier support for hardware, software and communication related issues. Perform Service Desk, Field Support, and Deployment duties as needed and document operational procedures daily in call tracking software. Must be able to provide daily escalation support and mentoring to Technical Support Analyst I.
- Minimum three years experience in an technical support role, A+ certification and MCP Certification required at date of promotion or hire date.
- Must meet all requirements and certifications of Technical Support Analyst I (see job description).
- Must complete a 3 month minimum assignment to each Client Services unit: Service Desk, Onsite/Offsite Field support, Communications Support, Deployment cycle.
- Must have intermediate knowledge of commonly used concepts, practices, and procedures within the information technology field, and be willing to continue education for professional growth.
- Possess the ability to resolve user issues in an isolated work environment
- Requires skills in the following areas:
- Facilitation of a complete PC/laptop lease deployment cycle
- Diagnose and repair Intermediate level phone/communication errors
- Execution of small to mid sized Move/Add/Change projects
- Modification of existing technical documentation
- Ability to transfer job related knowledge to Technical Support Analyst I
- Intermediate level troubleshooting skills in MS Windows
- Intermediate level troubleshooting skills in MS Applications (Excel, Word, PowerPoint and Outlook)
- Intermediate level network troubleshooting
- Intermediate level analytical skills to analyze a problem, develop/test solutions, and implement working solutions
- Intermediate knowledge of all HCHS application supported by the IT department and how to find and update related documentation
- Entry Level ability to develop PC scripts that automate daily routines
- Experience interacting with customers in the following capacities (phone, chat, person, email
- Ability to manage multiple applications running at the same time
- On call requirements: A quiet workspace, Ergonomic chair and desk, High-speed internet service: 5 megabit download and 1 megabit upload from a reliable provider.
- Must exhibit competency and confidence in the ability to perform all duties and responsibilities of the Technical Support Analyst I description.
- Must be able to provide daily Escalation Support to Technical Support Analyst I, including answering technical questions, facilitating call escalation, and act as a mentor to Technical Support Analyst I.
- Provide Service Desk Support, Field Support and Deployment Support to users throughout the HCHS enterprise.
- Perform other related duties incidental to the work described herein.
Technical Support Analyst II
The Technical Support Analyst II will work directly with users to provide second tier support for hardware, software and communication related issues. Perform Service Desk, Field Support, and Deployment duties as needed and document operational procedures daily in call tracking software. Must be able to provide daily escalation support and mentoring to Technical Support Analyst I.
- Minimum three years experience in an technical support role, A+ certification and MCP Certification required at date of promotion or hire date.
- Must meet all requirements and certifications of Technical Support Analyst I (see job description).
- Must complete a 3 month minimum assignment to each Client Services unit: Service Desk, Onsite/Offsite Field support, Communications Support, Deployment cycle.
- Must have intermediate knowledge of commonly used concepts, practices, and procedures within the information technology field, and be willing to continue education for professional growth.
- Possess the ability to resolve user issues in an isolated work environment
- Requires skills in the following areas:
- Facilitation of a complete PC/laptop lease deployment cycle
- Diagnose and repair Intermediate level phone/communication errors
- Execution of small to mid sized Move/Add/Change projects
- Modification of existing technical documentation
- Ability to transfer job related knowledge to Technical Support Analyst I
- Intermediate level troubleshooting skills in MS Windows
- Intermediate level troubleshooting skills in MS Applications (Excel, Word, PowerPoint and Outlook)
- Intermediate level network troubleshooting
- Intermediate level analytical skills to analyze a problem, develop/test solutions, and implement working solutions
- Intermediate knowledge of all HCHS application supported by the IT department and how to find and update related documentation
- Entry Level ability to develop PC scripts that automate daily routines
- Experience interacting with customers in the following capacities (phone, chat, person, email
- Ability to manage multiple applications running at the same time
- On call requirements: A quiet workspace, Ergonomic chair and desk, High-speed internet service: 5 megabit download and 1 megabit upload from a reliable provider.
- Must exhibit competency and confidence in the ability to perform all duties and responsibilities of the Technical Support Analyst I description.
- Must be able to provide daily Escalation Support to Technical Support Analyst I, including answering technical questions, facilitating call escalation, and act as a mentor to Technical Support Analyst I.
- Provide Service Desk Support, Field Support and Deployment Support to users throughout the HCHS enterprise.
- Perform other related duties incidental to the work described herein.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.