Technical Support Analyst
$41,475,200–$57,907,200 year
On-siteAlamosa, Colorado, United States
Job Summary
Provide intermediate, second-level technical support for technology infrastructure and customer issues, resolving moderately complex incidents and requests while acting as an advocate for customer needs. Develop and implement changes to improve service delivery, optimize technology execution, and increase customer satisfaction by analyzing trends and making recommendations. Provide knowledge, training, and solution sets to first-level support teams to improve first-call resolution. Demonstrate intermediate technical skills in end-user, systems management, security, service management, applications, and networking to ensure reliability for deployed technologies. Manage multiple projects and changing priorities under the direction of senior team members or independently to minimize customer impact and prevent problem reoccurrence. This role includes a 40-hour work week with some on-call requirements and provides leadership to the help desk.
Required Qualifications
- Bachelor's degree or equivalent educational background or work experience
- Four (4) years of experience in IT support
- Strong verbal, written, and interpersonal communication skills
- Experience using MS Office applications (Word, Outlook, and Excel)
- Excellent verbal and written communication skills
- Effective time management and organizational skills
- The ability to work independently with minimal supervision
- Well-developed technical and analytical skills required to support and troubleshoot complex issues in an enterprise environment
- Experience with Service Desk environment and operations
- 40-hour work week with some on-call work
- Provides leadership to help desk
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