What are the responsibilities and job description for the Technical Support Analyst position at Open Systems Technologies?
Technical Support Analyst
Location : Bloomfield, CT
Pay : $20-22 / hr
Schedule may be one of two shifts : 8 : 45 am EST - 5 : 15pm EST OR 7 : 45am - 4 : 15pm EST.
Preference would be for candidates that can take the 8 : 45 am EST - 5 : 15pm EST.
Duties :
The Technology Solution Zone Technical Support Associate Analyst role will be a technical representative in the store and will work directly with our colleagues. They will work closely with the other technicians and lead technician on a daily basis. This role will work directly for the Operations Manager and will work with the Store Lead and Greeter on-site
Provide excellent colleague support for all technology products and services.
Resolve issues within a specified timeframe per our defined processes or refer unresolved issues and escalate problems to appropriate technical support groups identified in the Customer Support Process to ensure resolution is achieved.
Troubleshooting colleague hardware issues including Windows. MAC, and cellular devices.
Work with technical staff and provide input and solutions.
Meet and greet colleagues to answer questions and resolve problems related to all LOB's to Client products and services.
Works with customer to answer basic training and how-to questions.
Follows up on all open tickets / issues within specified timeframe.
Responsible for inventory of technology products and prizes. Will create a forecast of how many Technology peripherals will be needed each month, based on usage and past delivery. Ensure items are ordered, delivered and ready for colleague purchases.
Identify opportunities for process improvement and problem elimination. Continually focus on learning new technologies to support rapidly changing and expanding environment.
Must be able to provide high level summaries to store lead when required during an incident situation and / or project updates. Ability to interpret a colleagues ask. Establishes credibility quickly by following up and taking initiative.
Present a positive, smiling, colleague-focused image.
Qualifications :
HS Diploma / GED or equivalent; Associate degree in Computer Science or a related discipline preferred and / or at least 1-2 years' work experience in a Technology field.
Associate degree in Computer Science or a related discipline and / or at least 2-4 years' work experience in a Technology field.
Broad knowledge of multiple technologies and platforms.
Excellent oral and written skills.
Requires sufficient knowledge of Technology operations, responsibilities, workflow processes and procedures to resolve most inquiries independently.
Experience with analytical and communication skills, sound judgment, and the ability to work effectively with colleague and other technical staff.
Understands colleague's issues and demonstrates empathy for the situation. Customer centricity is a must.
Ability to demonstrate creativity in generating solutions. Proactively translates technology into a business solution which addresses a problem expressed by the colleague and provides a resolution for our colleagues.
Experienced in multitasking while managing all lines of business with minimal supervision.
Minimum Degree Required : Completed High School (Diploma or GED)
Salary : $20 - $22
