What are the responsibilities and job description for the Technical Support Analyst II (NO C2C/Third Parties) position at Peyton Resource Group?
Job Summary
Under general supervision, configures and installs moderately complex software for IT users’ desktops and mobile devices. Provides intermediate technical support (through Tier 2) for software and hardware of end-user computing. Provides troubleshooting to readily identify problems and / or technical issues and escalates to appropriate staff for resolution.
Duties and Responsibilities include the following.
To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned. Processes more complex help desk tickets passed on from ITSC. Provides moderately-complex functional support of applications, isolates issues and distributes ticket to the appropriate team for resolution. Isolates higher level issues by reproducing the incident, identifying invalid data within the database, and / or tracing transactions through infrastructure to identify failure point. Creates DB scripts to correct invalid data within the database. Facilitates the resolution of tickets passed on to any Tier 3 support group, working with external vendors as needed. Creates and updates Support and User Guides. Delivers post-development support (including client installations). Provides management ticket reports, Pareto Report, and various others. Contributes in creation and modification of system or application monitors.
Education and Experience Required : Bachelor’s Degree in Computer Science, MIS, or similar area of study. Minimum of three years of previous experience required. An additional four years of related experience may substitute for the Bachelor’s degree. Preferred : Bachelor’s Degree and three years of related experience.
Other Knowledge, Skills or Abilities Required
Intermediate knowledge or skills in one or more of the following is required : SQL queries and scripting. Document user, support and maintenance procedures. Document standardized communications to users and management. Customer service skills including conflict resolution. Effectively communicate with staff, management, end users, and other customers. Ability to conceptualize end user steps and processes to readily identify the issue / problem. Troubleshooting PC problems and issues. Problem solving and analytical skills. Trains less experienced end users and staff in resolving more complicated PC technical issues and processes. General knowledge of PC systems, hardware and software. Knowledge of Software functionality.
