Technical User Support Analyst

JOB DESCRIPTION
Responsibilities may include the following and other duties may be assigned. Resolves technical problems that originate by telephone in a call center/help desk environment. Uses expertise in customer service and technical knowledge Producted from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products. May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products. Provides technical support to users for either PC, server or mainframe applications and hardware. Answers questions regarding system procedures, on-line transactions, systems status and downtime procedures. Interacts with network services, software systems engineering and/or applications development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems. Recommends systems modifications in order to reduce user problems. Function Specific: Ability to use a variety of end user support processes deployed by *** such IT Service Management (ServiceNow), Communication and Collobration (Outlook, Microsoft Teams, Zoom) to resolve technical issues. Technology: Understanding of an end users experience and challenges using the technology and service. Acquire and maintain knowledge on IT services and solutions that customers use. SPECIALIST CAREER STREAM: Typically an individual contributor with responsibility in a professional discipline or specialty. Delivers and/or manages projects assigned and works with other stakeholders to achieve desired results. May act as a mentor to colleagues or may direct the work of other lower level professionals. The majority of time is spent delivering and overseeing the projects from design to implementation - while and adhering to policies, using specialized knowledge and skills normally acquired through advanced education. DIFFERENTIATING FACTORS Autonomy: Established and productive individual contributor.Works independently with general supervision on larger, moderately complex projects / assignments. Organizational Impact: Sets objectives for own job area to meet the objectives of projects and assignments.Contributes to the completion of project milestones.May have some involvement in cross functional assignments. Innovation and Complexity: Problems and issues faced are general, and may require understanding of broader set of issues or other job areas but typically are not complex.Makes adjustments or recommends enhancements in systems and processes to solve problems or improve effectiveness of job area. Communication and Influence: Communicates primarily and frequently with internal contacts.External interactions are less complex or problem solving in nature.Contacts others to share information, status, needs and issues in order to inform, Product input, and support decision-making. Leadership and Talent Management: May provide guidance and assistance to entry level professionals and / or employee in Support Career Stream. Required Knowledge and Experience: Requires practical knowledge and demonstrated competence within job area typically obtained through advanced education combined with experience. 2+ years of experience with a high school diploma or equivalent.