Job Order Detail

Description

The purpose of this position is to provide technology support for internal staff. This role conducts in-depth analysis to facilitate fact based, informed decision making and integration of technology solutions for end-users and business units. This position is also responsible to provide timely and effective resolutions to end-user productivity issues as they relate to IT-serviced operations through question/problem diagnoses, resolving issues directly or guiding users through to issue resolution, communicating technical issues and solutions in user-friendly language, and conducting end-user training where necessary.

The Technical Support Analyst supports the development and ongoing maintenance of the technology support program by:
Providing advanced technical expertise and acting as a technical resource for other team members and management. Leading and promoting technology innovation for end-users
Optimizing, prioritizing and monitoring work orders/help desk tickets and resolutions for the local office
Supporting all traditional desktop services
Supporting and providing administration for other technology solutions and applications beyond typical desktop services, including video conferencing, contact center applications, mobile and Cisco VOIP phone systems
Analyzing, evaluating and recommending changes to improve workflow, logical processes, infrastructure, and applications. Proactively recommending changes to processes, procedures and policies to lower costs, increase efficiencies and/or user satisfaction
Using help desk log entries and SLA reporting to pinpoint trends and trouble spots in order to conduct proactive responses
Performing in-depth research of user-level technology trends and sharing knowledge of relevant information with other team members and management