What are the responsibilities and job description for the IT Technical Support Analyst position at Sacrum Technologies LLC?
Job Details
Hybrid - 4x onsite Mon- Thurs, Fri work from home.
Must Have Skills:
- Strong understanding of technical support and operating system - windows, imaging, call center and voice technology, service now, SSCM
- Basic troubleshooting
3-7 years of experience
- 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.
- 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. .
- Help Desk Certification, A C. 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. .
- Remedy Action Request System (Help Desk System).
- Hardware and software support of on board computing systems. . Knowledge of PC remote access functions and usage. .
- Various databases, applications, and technologies including but not limited to: (add desired technologies, databases, and applications
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