Sr Tech Support Analyst 03J26

The Sr Tech Support Analyst is a pivotal role in ensuring the seamless operation of our technological infrastructure and providing advanced support to end-users. In this capacity, you will be responsible for diagnosing and resolving complex IT issues, collaborating with other technology teams, and escalating more complex problems to higher-level support when required. This role demands a professional who is well-versed in networking, software troubleshooting, and customer support. Our ideal candidate is someone who is solution-oriented, possesses excellent communication skills, and is passionate about helping others resolve their technical issues. As a Sr Tech Support Analyst, your expertise will contribute significantly to maintaining high levels of user satisfaction and operational efficiency across the organization.

Responsibilities

• Diagnose and troubleshoot advanced technical issues with software and hardware.
• Provide timely assistance to end-users with system and application problems.
• Collaborate with IT teams to identify and resolve system performance issues.
• Develop and document support processes and best practices for future reference.
• Escalate unresolved issues to higher-level IT department staff as necessary.
• Mentor and provide guidance to junior tech support staff and new hires.
• Stay updated with the latest technological advancements and trends in IT support.
• Ensure all support requests are logged and tracked effectively in the system.
• Provide exceptional customer service to maintain high levels of user satisfaction.
• Conduct regular training sessions and workshops for users on new technologies.
• Perform routine network maintenance to prevent potential outages and disruptions.
• Collaborate with software vendors to resolve complex application-related issues.

Requirements

• Bachelor’s degree in Information Technology or related field is preferred.
• Minimum of 5 years of experience in a tech support or similar role.
• Proficiency in troubleshooting software, hardware, and network-related issues.
• Strong knowledge of Windows, Mac OS, and Linux operating systems required.
• Excellent communication skills, both verbal and written, are essential.
• Ability to work independently and manage multiple tasks efficiently.
• Experience with remote support tools and enterprise-level ticketing systems.