What are the responsibilities and job description for the Technical Support Analyst position at Top Notch Distributors Inc?
Description:
Top Notch Distributors Job Description Last Review 02/06/2025
Title: Technical Support Analyst
Department: Information Technology
Pay Status: Non-Exempt
Reports To: IT Manager
JOB SUMMARY
Monitor and maintain the workstation and peripheral assets. Provide support to end user community and troubleshoot system-related issues.
OUR VALUES ARE KEY
- Integrity is key – We are reliable with our words, responsible for our actions and lead with humanity.
- Team, Team, Team – Create a safe, supportive and respectful team atmosphere that generates collaboration, transparency and opportunity for all.
- Customer Connection – We take pride in being the most knowledgeable in the industry. We strive to deliver dependable and trustworthy results in every aspect of the customer experience.
- Take The Long View – As individuals and a team we make strategic choices that support the long-term health of our company, our families and our community.
- Celebrate The Day! – We celebrate the wins each day. We acknowledge each other’s successes.
ESSENTIAL FUNCTIONS
- Must be able to analyze and interpret and process data
- Must have precise problem solving skills
- Must be able to create and understand written communication
- Must have strong interpersonal skills
- Must be able to organize and coordinate work orders, jobs and schedules
- Must have knowledge of cybersecurity policies and procedures
- Frequently uses small hand tools
- Frequently handles and assembles small parts
- Frequently handles and assembles large parts
- Frequently climbs ladders and may have weight baring items while climbing ladders
- Must be able to lift 50 lbs.
- Frequent bending, lifting, kneeling and reaching
- Frequent sitting, squatting, twisting and standing
JOB FUNCTIONS
- Act as first line of Technical Support by answering all end-user calls and e-mails
- Log and track all end-user related issues and maintain established Service Level Agreements
- Handle all installation, configuration and ongoing usability of desktop computers, peripherals and software
- Assist with configuration, test, maintain, monitor and troubleshoot telecommunications hardware/software
- Assist with maintenance and administration of computer networks and related computing environments
- Assist with deployment, administration and security maintenance of Windows Server systems
- Recommend changes to improve systems and network configurations and determine hardware or software requirements
- Other duties as required
JOB REQUIREMENTS
- Previous experience with providing technical support in a corporate environment
- Experience with all Windows Desktop and Server Operating Systems
- Knowledge of configuring and maintain Cisco Webex Meetings and Calling environments
- Proven knowledge of performing Adds/Moves/Changes in Active Directory
- Experience with creating and maintaining mailboxes in O365
- Knowledge of Microsoft Office Suite applications
- Experience with troubleshooting hardware issues and replacing PC/Laptop components
- Ability to work in a professional fast-paced environment
- Strong interpersonal skills due to interaction with end user community
- Ability to work independently as well as in a team environment
- Ability to adjust priorities and handle multiple tasks simultaneously
- Must be able to lift up to 50 pounds
EDUCATION
- Associate degree in an IT-related field or equivalent experience
