Techical Support Analyst
CurrentThe Technical Support Analyst is responsible for the day to day performance and operation of both PC and LAN hardware and software. Installs, configures, troubleshoots, and repairs computer workstations and local area networks, monitors performance, diagnoses and resolves problems. Provides accurate, timely and creative solutions to end-user computer, mobile devices and network problems. Serves as an escalation point for technical, process and procedural questions and issues. Ensures adherence… Show more The Technical Support Analyst is responsible for the day to day performance and operation of both PC and LAN hardware and software. Installs, configures, troubleshoots, and repairs computer workstations and local area networks, monitors performance, diagnoses and resolves problems. Provides accurate, timely and creative solutions to end-user computer, mobile devices and network problems. Serves as an escalation point for technical, process and procedural questions and issues. Ensures adherence to standard IT practices, techniques and established escalation processes. Manages installation related efforts and participates in IT projects across the organization.- Completes the installation and maintenance of local infrastructure equipment capable of carrying data, voice and video communications to defined standards. Coordinates with internal and external partners as required. - Subject Matter Expert (SME) in the creation of knowledgebase and Standard Operating Procedure (SOP) articles. Create and maintain user procedures, guidelines and documentation.- Troubleshoots network connectivity related to desktops, laptops and mobile devices. Research solutions and resolve user problems or recommend technical solutions.- Implements approved operating system enhancements and recommends system modifications to reduce user problems. Interacts with other support groups to restore service and /or identify and correct end-user computing problems. - Serves as Subject Matter Expert (SME) across the organization. Proactively shares technical knowledge with PC/LAN technicians across the organization. Provides training and guidance for new team members. - Leads process improvement efforts. Documents processes and creates checklists to ensure standardization of work. Proactively updates documentation if changes are necessary.- Analyzes systems issues and provides technical support to end users regarding Active Directory and VPN security services support Show less
