IT Technical Support Analyst

This job was posted by : For more information, please see: Job Description Technical Support Analyst - 2024 THE MONARCH CEMENT COMPANY Job Description Technical Support Analyst REPORTS TO: IT Director NOTE: Statements included in this description are intended to reflect the general duties and responsibilities of the position and are not intended to be all inclusive. JOB SUMMARY (This is a Non-Exempt Position) The Technical Support Analyst is a key role within our organization, providing technical assistance to a diverse group of system users in person, by phone, electronically, and through remote access. This role is also responsible for assisting engineers as time allows. Professionalism and communications skills are very important to this role. A person in this position must be organized, professional, presentable, have a pleasant personality and be comfortable interacting with all types of people in a professional courteous manner. Confidentiality, reliability and integrity are a must. This role has more advance technical skills than the IT Support Technician II role. ESSENTIAL FUNCTIONS To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Participates in education and development of IT Support Technician I and II team members Perform analysis and determine client problems, and document these issues Assist customers by performing analysis of various issues relating to LANs, WANs, desktop computers, Internet connectivity and the installation of hardware and software Offer recommendations on how to improve the support process Be on time to work each day at the correct location as scheduled Adhere to all company policies and procedures Work effectively with minimal guidance both in an individual and in team environment Adheres to all safety requirements and procedures including wearing required safety equipment and clothing Set priorities, plan and organize tasks Attention to detail and organization Maintain confidentiality and shows discretion Ability to be adaptable and flexible Attendance at training sessions and other group meetings/collaborations along with providing input, feedback, resolutions, issues, ideas and the alike Ability to read technical manuals in English, confer with users and conduct technical diagnostics in order to investigate and resolve issues along with providing technical assistance and support to users in a timely fashion Actively listen to user questions, comments and issues and provide correct knowledgeable information or solutions Traveling as necessary Confer with staff, users, and management to establish requirements for new systems or modifications Job Description Technical Support Analyst - 2024 Knowledgeable of entering correct commands along with observation of the system to verify correct operations and detection of errors Perform minor repairs to hardware, software, and peripheral equipment Refers complex issues, major hardware issues, and defective products to IT Engineers for service and or guidance All other duties as assigned COMPETENCIES Attendance and punctuality Professionalism Interpersonal skills Customer service Motivation and initiative Practical thinking Technical skills Personal effectiveness/credibility Problem solving Oral, written and electronic communication Detailed oriented Safety and security Stress management Consistency and reliability Adaptability and flexibility Organizational s upport Teamwork Ethics and diversity This position has no supervision responsibilities. EDUCATION AND EXPERIENCE REQUIRED Basic Requirements, Education and Experience: Education or experience that will allow successful performance and completion of the duties required of the position Previous experience in IT Support role Ability to pass all required testing and entry level requirements of The Monarch Cement Company Possesses a valid driver

Created: 2024-10-19