Technical Support Analyst
*This is a hybrid position with 4 days/week onsite required
*This is a 5 month long contract position
Description
- This position provides consultative and technical support services to the clients’ staff to ensure timely problem resolution system/data access and optimal system performance
Responsibilities:
- 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.
Required Skills/Knowledge/Experience:
- 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
Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!