Tech Support Analyst

Job Description:

The Tech Support Analyst will i nstall, troubleshoot, and repair software and/or equipment. The Tech Support Analyst will solve user's routine to moderately complex problems with network or applications software. Operations for internal and external users. Provide support, development and/or leadership guidance to all Red Cross volunteers. Perform all duties and responsibilities in compliance with standard operating procedures and other applicable Federal, State and local regulations.

Responsibilities:

1: Respond to technical and/or user problems utilizing technical knowledge to troubleshoot and resolve issues. Provide escalated technical support for complex issues as needed.

2: Review records and document reports of malfunctions, issues and maintenance as well as organizational, procedural, and workflow plans and methods.

3: Review, analyze, and evaluate technology and systems operations and provide recommendations to improve efficiency and utilization.

4: Prepare metrics, activity and progress reports regarding projects, tasks, and operations

5: Adhere to standard operations and policies. Ensure compliance with negotiated service level agreements.

6: Provide training and guidance to other staff. Contribute expertise to projects.

Qualifications:

• Education: Bachelor's degree required. Information Systems, Computer Science, or related field preferred.
• Experience: Minimum 2 years of related experience or equivalent combination of education and related experience required.
• Skills & Abilities: Effective verbal and written communication skills. Ability to apply technical expertise to resolve problems.
• Ability to effectively prioritize and execute tasks efficiently. Ability to work on a team.

Key skills:

• Phone Etiquette.
• Application Installations.
• Comprehending Technical Documents.
• Conducting Online Chats.
• Critical Thinking.

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