Description

The Support Services Analyst provides tier 2 technical support to end users and tier 1 on various issues and problems relating to hardware, software, and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner. Support Services Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to the appropriate team.

DUTIES and RESPONSIBILITIES:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

• Install, modify, and repair computer hardware, software, and peripherals.

• Diagnose and resolve technical hardware and software issues.

• Respond to queries either in person, over the phone, or electronically.

• Follow standard help desk procedures and log all help desk interactions.

• Identify and escalate situations requiring urgent attention to the correct resource.

• Document resolutions create end user documentation, and train individuals on processes and/or technology.

• Inform management of recurring or trending problems, with special focus on security, outages, or high-risk impact items.

• Follow up with customers to ensure issue has been resolved.

• Comply with all Sarbanes-Oxley regulations and management.

• Participates in special projects and performs additional duties as required.

• Provide after-hours support as needed and scheduled.

  EDUCATION and EXPERIENCE:

• Associate’s degree in Computer Science or Business Information Systems or similar educational program Required

• Minimum of 2-3 years of hands-on experience working in an end-user desktop support role or computer operations environment required.

• A+ Certification Preferred

  SKILLS:

• Advanced knowledge of Microsoft Windows10, 11 installation, troubleshooting, and support

• Advanced knowledge of Microsoft Office/O365 installation, troubleshooting, and support

• Excellent customer service focus including exceptional oral and written communication skills required.

• Detail orientation and passion for solving problems required.

• Experience with Help Desk management software required.

• Advanced Remote Support for handheld smartphones and tablets

• Active Directory Experience

• Advanced Printer / Peripheral device troubleshooting

• Experience Deploying images. SCCM knowledge preferred

PowerSecure is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. This position is not open to third party recruiters.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)Operating Company: PowerSecure