Job Description

Senior Technical Support Analyst

We are currently looking for a Senior Technical Support Analyst to ensure proper computer operation in order for end users to accomplish business tasks in multiple domain environments. This includes receiving, prioritizing, documenting and actively resolving end user help requests within established service level agreements (SLAs). Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the client device level.


Responsibilities


Strategy & Planning

  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.

  • Alert management to emerging trends in incidents.

  • Roll-outs and operation system on-boarding projects.

    • Acquisition & Deployment

  • Implement software releases and roll-outs according to Change Management best practices.

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