The Vincit Group
Technical Support Analyst II
The Vincit Group, Chattanooga, Tennessee, United States, 37450
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
JOB SUMMARY:
Technical Support Analyst II is responsible for the support of the company's IT equipment, including the implementation and management of desktops, laptops, mobile devices, and related equipment. The technician will need to diligently work with others in the department, ensuring that procedures adhere to established policies and enterprise best-practices. The technician must be an experienced, self-motivated individual who is committed to quality and strong customer service skills while working in a fast-paced environment. The technician is also expected to be sensitive to the various needs and abilities of users. The Technical Support Analyst II performs hardware and software support for the end users and will assist with department projects. In the support role, (s)he troubleshoots employee computer problems, computer imaging and deployment process, assists with managing the printer and copier environment, assists in maintaining, configuring, and deploying company time clocks. (S)he will provide level one support in diagnosing and troubleshooting networking issues and will be responsible for helping to maintain select applications' permissions.
EDUCATION:
Required:
High school diploma or GED or higher in IT or related field; or equivalent combination of experience, training, education from which comparable knowledge, skills, and abilities have been achieved.
Preferred:
Associates degree or higher in IT or related field. Microsoft or other industry certifications a plus.
Proficiency : Windows 10, Microsoft Office 365/Office 2016.
EXPERIENCE:
Required:
3-5 Years
Preferred:
5+ Years
POSITION REQUIREMENT(S): Specialized Skills/License/Certification
Required:
Must possess strong interpersonal skills, knowledge of computer systems, and be able to correctly diagnose and fix network/hardware/software problems.
Preferred:
3 to 7 years of hands-on experience working in an end user workstation support role or computer operations environment. Strong customer service skills, call center experience. Fluent in Spanish.
CORE COMPETENCIES (Essential Job Functions)
Helps test security and system updates and maintain software versions.Monitor the performance of computer systems, and networks.Configure and test computer hardware, basic networking, software/hardware, related peripherals, and operating system software.Basic knowledge of PC hardware, software and network troubleshooting skills required.Must be available and responsive to after-hours issues as part of the on-call rotation.Effective communication skills, including presentation skills and ability to tailor communications for the intended audience.Ability to act independently to meet goals and objectives identified by management, including the ability to assist in the creation of project plans and manage time effectively.Strong organizational skills, capability to schedule and coordinate multiple activities in results-oriented environment, ability to multi-task, set priorities, and follow up in a timely manner.Ability to collaborate and work in a team environment as well as work independently while making sound decisions.Critical thinker and understand contact resolution and possess the ability to work independently with minimal direction.Ability to work in a fast-paced environment and meet deadlines.Familiarity with concepts of Incident Management, Problem Management, Change Management, CMDB, Service Requests and their practical application is required.Handle installation and maintenance of computing peripherals.Helps manage network print queues and resolve network printing issues.Diagnose, troubleshoot, and resolve hardware, software and replace defective components when necessary.Assist in completing projects and other duties as assigned.Demonstrated willingness and ability to develop expertise in modern technologies as needed.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
We're committed to bringing passion and customer focus to the business.
JOB SUMMARY:
Technical Support Analyst II is responsible for the support of the company's IT equipment, including the implementation and management of desktops, laptops, mobile devices, and related equipment. The technician will need to diligently work with others in the department, ensuring that procedures adhere to established policies and enterprise best-practices. The technician must be an experienced, self-motivated individual who is committed to quality and strong customer service skills while working in a fast-paced environment. The technician is also expected to be sensitive to the various needs and abilities of users. The Technical Support Analyst II performs hardware and software support for the end users and will assist with department projects. In the support role, (s)he troubleshoots employee computer problems, computer imaging and deployment process, assists with managing the printer and copier environment, assists in maintaining, configuring, and deploying company time clocks. (S)he will provide level one support in diagnosing and troubleshooting networking issues and will be responsible for helping to maintain select applications' permissions.
EDUCATION:
Required:
High school diploma or GED or higher in IT or related field; or equivalent combination of experience, training, education from which comparable knowledge, skills, and abilities have been achieved.
Preferred:
Associates degree or higher in IT or related field. Microsoft or other industry certifications a plus.
Proficiency : Windows 10, Microsoft Office 365/Office 2016.
EXPERIENCE:
Required:
3-5 Years
Preferred:
5+ Years
POSITION REQUIREMENT(S): Specialized Skills/License/Certification
Required:
Must possess strong interpersonal skills, knowledge of computer systems, and be able to correctly diagnose and fix network/hardware/software problems.
Preferred:
3 to 7 years of hands-on experience working in an end user workstation support role or computer operations environment. Strong customer service skills, call center experience. Fluent in Spanish.
CORE COMPETENCIES (Essential Job Functions)
Helps test security and system updates and maintain software versions.Monitor the performance of computer systems, and networks.Configure and test computer hardware, basic networking, software/hardware, related peripherals, and operating system software.Basic knowledge of PC hardware, software and network troubleshooting skills required.Must be available and responsive to after-hours issues as part of the on-call rotation.Effective communication skills, including presentation skills and ability to tailor communications for the intended audience.Ability to act independently to meet goals and objectives identified by management, including the ability to assist in the creation of project plans and manage time effectively.Strong organizational skills, capability to schedule and coordinate multiple activities in results-oriented environment, ability to multi-task, set priorities, and follow up in a timely manner.Ability to collaborate and work in a team environment as well as work independently while making sound decisions.Critical thinker and understand contact resolution and possess the ability to work independently with minimal direction.Ability to work in a fast-paced environment and meet deadlines.Familiarity with concepts of Incident Management, Problem Management, Change Management, CMDB, Service Requests and their practical application is required.Handle installation and maintenance of computing peripherals.Helps manage network print queues and resolve network printing issues.Diagnose, troubleshoot, and resolve hardware, software and replace defective components when necessary.Assist in completing projects and other duties as assigned.Demonstrated willingness and ability to develop expertise in modern technologies as needed.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!