Technical Support Analyst

Technical Support Analyst

Requirements

• Bachelor’s Degree (Preferred)
• 1 year Technical Support / Call Center / Desktop Support
• 1 year Audio Visual Technology support
• Experienced with the setup and configuration of Windows, Microsoft Office 365 products, and other standard/daily use applications
• Knowledge of standard desktop and laptop hardware components and associated peripherals
• Working knowledge of a range of diagnostic and mass deployment utilities
• Familiarity with the advanced principles of ITIL and PMP
• Proven track record of understanding and meeting customer expectations through service level agreements
• Basic understanding of project management principles
• Strong oral and writing skills
• Expertise working with varying A/V tools and utilities including Crestron, Cisco, and Logitech
• Familiarity with CJIS, HIPAA, and PCI policies and procedures
• Driver License, Valid and in State (Required)

Responsibilities

• Receive, document, and respond to incoming calls, e-mails, walk-in, and/or off-site support requests.
• Perform detailed analysis, diagnosis, and resolution of complex end-user problems and provide recommendations to implement corrective solutions, including deskside repair as needed.
• Install, configure, test, maintain, and monitor end-user workstations and related hardware and software.
• Utilize and build upon established procedures related to the identification, categorization, prioritization, and resolution of client support requests.
• Develop and document technical resources for use by peers within the established knowledgebase.
• Document asset management changes within the inventory system.
• Receive and respond to incoming tickets regarding A/V and video conferencing equipment/software issues.
• Perform onsite analysis, diagnosis, and resolution of complex A/V hardware/software problems in the courtroom and recommend and implement corrective solutions.
• Develop long-term strategies and capacity planning to meet future A/V equipment and IT infrastructure technology needs.
• Assist with the procurement and coordination of A/V equipment installation.
• Develop A/V equipment standards and maintain documentation for all instances of A/V and video conferencing equipment.
• Troubleshoot video conferencing systems including Crestron, Cisco, QSC, and Logitech.
• Manage various vendor-based system installations and service issues and investigate new approaches to improve the A/V infrastructure.
• Develop, implement, and maintain policies, procedures, and associated training plans for A/V system administration and appropriate use.
• Provide end-user training to staff on the operation of various A/V and video conferencing technologies.

Preferred Qualifications

• CompTIA A+ Certification (Preferred)
• HDI – Help Desk Institute (Preferred)
• Information Technology Infrastructure Library (ITIL) (Preferred)