Senior Technical Support Analyst

Job Description: Duties: Establishes communications systems by programming voice and data telecommunications network circuits and equipment. Communicate the needs of the region to the IT Operations Center. Demonstrate servant leadership through collaborative strategic and tactical planning to achieve the holistic goals of the IT Operations Center. Direct users to the appropriate source of help based on needs. Respond to requests of the assigned region for IT Support in the Client IT Service Portal. dvise users on how to use technology or what technology exists to meet their business needs or communicate those needs to the IT Operations Center for advice. Provides coordination and assistance with Asset Management, PC Refresh, Phone System Issues, Printer Refreshes, etc. Inventories and prioritizes network and equipment repairs. Establishes voice and data networks by programming features, establishing interfaces and integrations, following industry standards, and activating remote access tools. Verifies service by testing and re-programming circuits, equipment, and alarms; identifying and correcting problems; and conferring with engineers. Communicates new technologies, opportunities, events, changes, policies, best practices, and procedures to the assigned region. Documents network by recording configuration diagrams and programming. nalyzes network performance and prepares and presents reports based on that analysis. Maintains network by troubleshooting and repairing outages, testing network backup procedures, and updating documentation. Entering requests into TEBS and coordinating telecom replacement, moves, and help troubleshoot issues, and find solutions for replacements. Skills and Qualifications: Critical thinking and problem-solving. Customer focus. Planning. Process improvement. Verbal and written communication. Telecommunications knowledge. Technical understanding. Technical zeal. ttention to detail. Independence. Functional and technical skills. Dealing with complexity. Decision making. Operating systems. Cloud computing skills. daptability and the ability to master new technologies quickly. Qualifications: ssociate degree in computer science, telecommunications, information technology, or similar field preferred work experience may meet this requirement in lieu of a degree at the hiring managers discretion. Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management. 3-4 years experience as a telecommunications specialist, IT support, or similar.