User Support Analyst

Overview

A frontline technical support professional who provides effective and efficient end-user support, both over the phone and in person, for software and hardware issues. Receives, documents, and handles tickets. Responsible for providing information, attempting first call resolution, triaging and escalating tickets for complex issues appropriately. Able to work independently and as part of a team.

Responsibilities

Provides frontline technical support in person, by telephone, via self-service tickets or other communication venues on moderately complex workflows and/or processes. Documents accurate assessment, analyzes, effectively troubleshoots and resolves or appropriately escalates issues.

Monitors team work queues and takes ownership of tickets according to priority and daily assignments.

Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.

Responsible for obtaining pertinent information for ticket creation and providing a customer friendly resolution.

Provides assigned analysis functions in support of new or upgraded vendors, in-house systems and special projects.

Maintain proficiency with tools necessary to the role, including current software platform for ticket and problem management.

Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.

Networks and collaborates with other IS teams.

Presents information in small and medium group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties.

Manages single-person or small group projects as assigned, using proscribed workflows from inception through completion, with minimum supervisor oversight.

Provides precepting, training, and assistance to team members

Performs other duties as required or assigned

Qualifications

• High school diploma or equivalent required
• Basic knowledge of troubleshooting methodologies
• Flexible schedule required

Required Licensure/Certifications

• None