Senior-Technical-Support-Analyst

Sr. Technical Support Analyst IT Service Desk Team

The Sr. Technical Support Analyst performs a variety of complex tasks and works closely with the applications, network, server, and engineering teams. This role is responsible for providing end-user software, hardware, and network support. The analyst identifies, researches, and resolves technical issues presented through Tier I, II, and III support, while also documenting, tracking, and monitoring problems to ensure timely resolution. Additionally, this role plays a key part in developing new configurations and software deployment packages.

Key Responsibilities:

• Install, maintain, and configure customer hardware and software for PC, Mac, network printers, and other network devices
• Troubleshoot and coordinate resolution of desktop problems, remote system connections, software, and equipment errors
• Create and update technical and procedural documentation related to the installation and maintenance of PCs and Macs
• Independently design software distribution solutions using available toolsets and technical expertise
• Research, evaluate, and test hardware/software products and system solutions
• Install, configure, and test hardware and software, prepare reports and proposals for service
• Provide patch management for the distributed environment
• Provide backup support as needed for Systems Administrators
• Configure and maintain smartphones
• Coordinate equipment deliveries, software licensing compliance, inventory, and asset control
• Collaborate with other IT departments to ensure best practices and standards are followed and platform technology is effectively leveraged
• Other duties as required, which may include occasional travel to support new or relocated store/restaurant openings

Qualifications & Skills:

• CompTIA A+ certification or comparable experience required
• CompTIA Network+/CompTIA Server+ or comparable experience preferred
• Minimum 3 years of experience working with computer hardware and software
• Experience working in a Microsoft-networked environment
• Experience working with Apple products is a plus
• Strong hardware, software, and networking troubleshooting skills
• Strong Windows Active Directory (AD) management skills
• Ability to respond to technical issues in a timely manner with an emphasis on customer service
• Ability to manage and prioritize multiple tasks under pressure
• Excellent verbal communication skills
• Strong phone, email etiquette, and customer service skills

Physical Requirements:

• Ability to occasionally lift and/or move up to 50 lbs
• Ability to occasionally bend, stoop, or kneel as required
• Ability to travel approximately 3% of the time