Technical Support Analyst
*This is an onsite position
*This is a 4-month contract position
Responsibilities:
- Identify Resolve: Act as the primary filter for incoming technical requests resolving 70-80 of issues on the first call.
- Ticketing Documentation: Maintain detailed logs of all interactions in our ITSM e.g. ServiceNow.
- Remote Troubleshooting: Use remote desktop tools to guide users through software installations password resets and connectivity issues.
- Escalation: Recognize when a problem is beyond Tier 1 scope and route it to the appropriate specialist with clear concise notes.
- Knowledge Base Growth: Contribute to our internal How-To guides to help users and the team help themselves.
Skills/Knowledge/Experience:
- Education: Associates degree in Information Technology Computer Science or a related field or equivalent professional experience.
- Technical Proficiency: Hands-on experience troubleshooting Windows/MacOS environments and common hardware desktops and laptops.
- Compliance Knowledge: Basic understanding of IT security principles and data privacy standards.
- Communication Skills: The ability to translate tech-speak into helpful instructions for non-technical users.
- Empathy Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users.
- Active Listening: Picking up on the clues a user gives to diagnose an issue they might not have the words to describe.
- Clear Communication: The Translate Tech-to-Human skill-explaining complex fixes in simple jargon-free language.
- Multitasking: The ability to type accurate notes while speaking and navigating multiple screens.
Technical Requirements:
- Operating Systems: Proficiency in Windows 10/11 and macOS environments.
- Software Suites: Strong troubleshooting skills in Microsoft 365 Outlook Teams Excel and cloud-based apps.
- Networking Basics: A solid understanding of TCP/IP DNS VPN clients and home Wi-Fi configurations.
- Identity Management: Basic experience with Active Directory or Azure AD password resets unlocking accounts group memberships.
- Hardware Savvy: Ability to walk a user through cabling docking stations and peripheral setups over the phone.
Preferred Skills/Knowledge/Experience:
- Certifications: CompTIA A Network or Google IT Support Professional Certificate.
- Customer Service: A background in Help Desk technical support ideally in an academic or corporate setting.
Physical Requirements:
- Ability to work 100 on-site with possible Telework options
- Ability to lift and move computer equipment up to 30 lbs. and navigate classroom environments to perform installations.
Required Skills/Knowledge/Experience:
- Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users., Required 3 Years
- Perform other duties as related to the Technology Services and as assigned by Manager of IT Services and/or Chief Information Officer., Required 3 Years
- Active Listening: Picking up on the “clues” a user gives to diagnose an issue they might not have the words to describe., Required 3 Years
- Clear Communication: The “Translate Tech-to-Human” skill-explaining complex fixes in simple, jargon-free language., Required 3 Years
- Multitasking: The ability to type accurate notes while speaking and navigating multiple screens., 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!
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