The Tier 1Technology Support Analyst responds to requests by diagnosing and resolving problems that fall within defined guidelines and escalating more complex problems to other technical support teams and external vendors. He/She provides phone and e-mail support remotely from a central location. This position provides Tier I support of low to medium complexity ensuring end users receive prompt, courteous and knowledgeable assistance. The IT Technology Support Analyst receives general supervision and is competent to work independently on most Support Desk activities.
Bilingual: must speak Spanish, open to working any shift (shift to be determined upon offer)
Performs other duties as required.
Applies Information Systems Knowledge
Maintains and applies specific knowledge of information systems elements (hardware, software, network) and their application to business functions/processes.
Applies Help Desk Tools/Utilities Knowledge
Applies knowledge of help desk management tools and utilities; examines new products to determine applicability to help desk work.
Responds to requests, problems, crises, and critical situations to discover the causes, document what was found, and identify responses or next steps.
Service Level Management
The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets.
Problem Management (IT)
The resolution of incidents and problems throughout the information system lifecycle, including classification,prioritization and initiation of action, documentation of root causes and implementation of remedies.
The provision of application maintenance and support services.Support may be provided both to users of the systems and toservice delivery functions. Support typically takes the form ofinvestigating and resolving issues and providing information aboutthe systems. It may also include monitoring their performance.Issues may be resolved by providing advice or
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