What are the responsibilities and job description for the Technical Support Analyst position at Intellibee?
This position provides consultative and technical support services to DBHDS staff to ensure timely problem resolution, system/data access and optimal system performance
- Act as a first point of contact for providing technical support to all areas within the organization.
- Provide telephone, walk-in, and e-mail support to the Help Desk Field\Faculty\Staff Help Desk, as needed.
- Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
- Installation, configuration, set up and maintenance setup of desktop and laptop computer hardware and software for faculty, staff.
- Triage and route advanced second and third tier requests to the appropriate technical personnel.
- Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.
Skill Matrix:
- Ability to diagnose and resolve technical issues efficiently. This includes analytical skills to evaluate problems and implement effective solutions. Required 3 Years
- Ability to explain technical concepts in simple terms to non-technical users. Required 3 Years
- A strong focus on customer service is essential, as the role involves interacting with users who may be frustrated or anxious. Required 3 Years
- Hands-on experience in a help desk or technical support role and experience with ticketing systems such as Service Now. Required 3 Years
- The ability to prioritize tasks, manage time effectively, and maintain detailed records of issues and resolutions. Required 3 Years
- Experience with Microsoft office software including Outlook, Word, Excel, Access, PowerPoint, and Internet Explorer. Required 3 Years
- Proficiency in various operating systems (Windows, macOS, Linux), understanding of network fundamentals (TCP/IP, DNS, DHCP). Required 3 Years
