Technical Support Analyst

THE ROLE: The Technician in IT Service Delivery is a vital role focused on the operational aspects of IT services within an organization. This position entails the hands-on management of IT service requests, including installation, configuration, and troubleshooting of hardware and software. The technician ensures optimal system performance, provides user support, and maintains accurate service documentation. With a commitment to service excellence, this role is essential for ensuring that IT services are delivered effectively and efficiently, aligning with business needs and enhancing user experience.

CORE RESPONSIBILITES: Technical Support: Provide technical support to customers via phone, email, or in person Troubleshoot and resolve hardware and software issues Install and configure new equipment and software Maintain and update existing systems Train users on new technology and software Service Delivery Management: Manage service requests and ensure timely resolution Monitor service performance and identify areas for improvement Collaborate with other teams to implement service improvements Develop and maintain service level agreements (SLAs) Customer Relationship Management: Build and maintain relationships with customers Understand customer needs and provide solutions Gather feedback and address any concerns or issues Communicate service updates and changes to customers Documentation and Reporting: Document all service requests and resolutions Maintain accurate inventory of equipment and software Generate reports on service performance and customer satisfaction Identify trends and make recommendations for improvement Project Management: Assist in planning and implementing IT projects including but not limited to Network upgrade/dressing, manufacturing machine / IT tool support, UPS, and AV-related support. Coordinate with cross-function team members and stakeholders to ensure project success Monitor project progress and adjust plans as needed

Provide updates and reports to management on project status Quality Assurance: Ensure all services and processes meet quality standards Conduct regular audits and reviews to identify any issues or areas for improvement Implement corrective actions as needed to maintain quality standards Stay updated on industry best practices and incorporate them into service delivery processes.

High Impact Behaviors: Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices. Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions. Results-Driven Performance: High-performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

QUALIFICATIONS: A bachelor s degree in Computer Science, Information Technology, or a related field with at least 3-5 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts. Proficiency in troubleshooting and resolving issues with computer systems, networking, and various software applications. Strong customer service skills with the ability to communicate effectively with nontechnical users. Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are highly desirable. Excellent problem-solving abilities to diagnose and resolve technical issues promptly. Ability to work well in a team environment and collaborate with other IT professionals.