Technical Support Analyst

About Our Opportunity

The Technical Support Analyst will assist employees in the effective use of network and PC-based hardware, PC-based software, web-based systems and mobile technologies.  Also facilitate timely and accurate resolution of customer inquiries and problems related to access and use of company online services. Design and implement the association's workstation strategy to deliver an exceptional user experience. This will include research, design, packaging, testing and deployment of Windows client platforms, desktop software and desktop infrastructure.  Serve as a contact for employees on hardware and software installation and maintenance support.  Provide technical work in the configuration, testing and installation of new and existing microcomputer-based systems.  Lead and/or assist with coordination and end-user communication and training efforts to ensure successful implementation of new (or upgrades to existing) software systems, PC hardware, smartphones, tablets and broadband devices.  Provide ongoing analysis, review and enhancements to users' support processes, team workflows, and service desk best practices. Establishes policies and procedures to support automated packaging and deployment of the workstation operating systems and software applications through scripting and management tools.

How You Will Spend Your Time

• Participate in gathering requirements, developing specifications, analyzing options, and evaluating client computer systems, software and related tools to meet the needs of the organization. Gather and analyze information relating to potential solutions and recommend specific solutions to leadership.
• Analyze proposed new software, and software updates and upgrades, to determine dependencies and impacts to current workstation configurations. Works with other technology teams to identify dependencies and incompatibilities to provide stable, secured integration of software and other architectural updates on desktop and laptop images.
• Proactively identifies opportunities for improvement in processes and technology. Stays abreast of technology trends and current business challenges. Applies technology to solve business problems and create a better customer experience (internal and external).
• Document end user issues, solutions and process for problem resolutions in a call tracking system. Assists in updating technical knowledgebase with troubleshooting and problem resolution information.
• Manage change and configuration process for corporate desktops and laptops via documentation, tracking log, and development of production change requests.
• Proactively manage client system using available tools including but not limited to software deployment, system discovery and inventory, patch management, image build and antivirus management consoles.
• Provide consultation to users in identifying client hardware and software needs, standards, options, and relevant procedures.
• Provide second-level and third-level support for incidents and problems involving client systems, peripherals, and software. Process service requests for client systems and applications. Coordinate effectively with other teams to solve issues that cross functional boundaries.
• Manage hardware and spares inventory. Ensure that adequate stock of equipment and supplies is available for current and near-term needs. Dispose of retired computer assets consistent with security, legal, finance, and regulatory requirements. Coordinate with vendors to repair or replace broken equipment. Maintain information required to manage equipment lifecycles.
• Provide subject matter expertise in the development of Business Technology standard and processes that involve client systems. Develop and maintain gold standard configurations for client hardware, operating systems, utilities, and applications.
• Work with Director Technology Support to create and build team training and help identify training opportunities to include industry certifications and new industry standards. Responsible for new teammate training plans and teammate readiness. Participate on Service Desk hiring teams.
• Work with Director Technology Support to schedule staff to ensure proper Service Desk coverage during normal business hours, after hours support hours, walk up support, and additional support.

Minimum Education & Experience

High School Diploma/GED required. Associate's Degree completed in computer science or business is preferred. Plus four years service desk Tier1 and Tier2 support experience configuring, installing, troubleshooting, and supporting Microsoft client systems in a corporate environment. Information Technology Infrastructure Library (ITIL) Certification is preferred. 

Mental & Physical Requirements

While engaged in this position, team members will routinely sit, use hands for tasks, and communicate orally. Standing or walking is frequently required, while occasional demands include reaching with hands and arms, and lifting or moving up to ten pounds. Vision requirements encompass close and distance vision. The work environment typically has a moderate noise level. This role may entail a blend of mental and physical capabilities, requiring strong mental acuity, problem-solving skills, and occasional physical tasks such as standing, lifting, or extended computer usage. Some roles may require physical or mental requirements related to driving, such as a valid driver's license, and the ability to drive a long-distance. Reasonable accommodations will be considered for individuals as requested.