What are the responsibilities and job description for the TECHNICAL SUPPORT ANALYST position at Anderson Brothers Bank?
Key Responsibilities:
- Provide first-level support to end-users for hardware, software, and network issues through various communication channels (phone, email, chat).
- Troubleshoot and resolve technical problems efficiently, ensuring high-quality customer service.
- Escalate unresolved issues to higher-level support teams, maintaining a log of the issue for tracking.
- Monitor and maintain system performance, software upgrades, patches, and backup systems.
- Assist with the setup, configuration, and deployment of computers, mobile devices, and peripherals.
- Document technical procedures, FAQs, and solutions for common issues.
- Train users on new software applications or systems as needed.
- Collaborate with IT teams to improve overall service levels.
- Stay up-to-date with emerging technology trends and best practices in technical support.
- Support the configuration, installation, and ongoing management of security systems.
- Assist users in resolving security access issues such as password resets, two-factor authentication, and secure VPN access
- Monitor and escalate issues related to cybersecurity threats in real time, ensuring quick response and resolution.
