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Technical Support Analyst- Franklin- $60k in Brentwood, TN at Vaco

Date Posted: 10/30/2018

Job Snapshot

  • Employee Type:
  • Location:
    Brentwood, TN
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:
  • Job ID:

Job Description

Technical Support Analyst- Franklin- $60k

Job Summary

The Help Desk Technician II's primary role is to receive and respond to customer submissions for the need of technical support via phone, e-mail, ticketing system and walk-ups. This position also sets up workstations and necessary peripheral devices (routers, printers etc.), as well as organizes & schedules upgrades & maintenance without deterring others from completing their work. This position will effectively manage the help desk software and escalate accordingly. It is expected that this role will assist other Help Desk Technicians in completing their work and being successful. This role will be a secondary tier of escalation for other Help Desk personnel as required.

Job Duties and Responsibilities

  • Performs troubleshooting to diagnose and resolve problems
  • Sets up workstations and necessary peripheral devices (routers, printers etc.)
  • Organizes & schedules upgrades & maintenance without deterring others from completing their work
  • Adds and maintains users on the network; assigning users access
  • Identifies computer or network equipment shortages and have orders placed
  • Installs and configures software and functions according to specifications

Other relevant background information: The Help Desk Technician II is exposed to client data when assisting users with technical issues. That data can range from receipts, client meeting records, or health records. The work is governed by policies that have been set for help desk. Policies pertain to which type of tickets/request needs to be responded to in a certain manner of time. This position will contact software's vendor for technical support.

Job Qualifications and Technical Skills

  • 2-4 years of relevant work experience in a help desk role

Critical Role Competencies

  • Attention to detail
  • Ability to effectively communicate with staff, vendors and potentially clients
  • Able to solve complex issues related to technology
  • Excellent customer service skills
  • Network fundamentals
  • Troubleshooting and Repair

Physical Demands

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.

  • Typically sitting at a desk or table
  • Intermittently sitting, standing, stooping, bending or crouching