Customer Support Analyst III

PURPOSE OF POSITION:

Customer Support Analyst IIIs are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 2 and 3 help desk support. They work with a broad range of infrastructure products and complex client technology services and support area of IT. They work on multiple projects concurrently as a team member or as a technical lead.


KEY RESPONSIBILITIES:

PROJECT PLANNING:
• Provides input during project planning and requirements phase.
• Comprehensive project plan.
  
  SERVICE DESK:
• First point of contact and day-to-day technical support to end users.
• Responds to Level 2 support and works with vendors on Level 3 support.
• Generates activity and status reports.
• Provides the user access service.
• Researches trouble issues which affect multiple clients.
• Reviews checklists and scripts.
• Works with vendor technical support personnel on solutions for clients.
• Technical support, documentation and reporting of end user requests, status and resolution.
• Resolution of reoccurring issues.
• Collaboration with vendors for solutions to client issues.
  
  CLIENT TECHNOLOGY SUPPORT:
• Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
• Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Updates configuration management tools.
• Develops and documents procedures for performing configuration changes, updates and upgrades.
• Provides on-going support of client technology.
• End users have required technology.
• Technology conforms to IT standards.
• End users receive required technical support for hardware and software issues.
• Configuration management tools are up-to-date with documented procedures for changes, updates and upgrades.
  
  TECHNICAL SUPPORT:
• Ensures that all technical resources are available for meetings that include video conferencing.
• Engages the hardware vendors on issues to remedy issues or escalates for support.
• Monitors and communicates system status.
• Diagnoses and resolves client workstation and mobile device hardware and software issues.
• Creates temporary solutions until permanent solutions can be implemented.
• Assists systems, programming and vendor professionals as needed to resolve problems.
• Coordinates the resolution of escalated application, hardware and software problems.
• Customer satisfaction achieved for video conferencing services.
• End users receive required technical support for workstation and mobile device issues.
• Use of technical expertise to resolve problems quickly.
  
  SECURITY:
• Adheres to the integrity of controls, regulations and guidelines.
• Reviews operation processes to ensure consistent approval and compliance.
• Makes recommendations and changes as appropriate.
• Operation processes are in compliance with security policies, standards and procedures.
• Identification of changes needed to improve processes or maintain compliance.
  
  INVENTORY MANAGEMENT:
• Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.
• Up-to-date and accurate IT asset inventory.
  
  SERVICE LEVEL MANAGEMENT:
• Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
• Monitors service-level objectives to ensure that requirements are met or exceeded.
• Makes recommendations to approve performance and client satisfaction metrics.
• Follows up in a timely manner to ensure customer satisfaction.
• SLAs are met or exceeded.
• Customers are satisfied with services received.
  
  SERVICE IMPROVEMENTS:
• Tracks performance metrics.
• Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.
• Develops procedures and controls for service improvements.
• Recommends solutions to common problems and updates frequently asked questions documentation.
• Problems identified and resolved quickly to maintain or improve customer satisfaction levels.
• Improved service levels.
• Reoccurring service problems are identified and resolved quickly.
  
  TESTING:
• Participates in integration and user acceptance testing.
• End product meets business needs.
  
  TRAINING:
• Trains co-workers on new or existing functionality or services.
• Identifies customer training needs based on common problems.
• Staff up-to-date on functionality and services being supported.
• Training needs assessment developed based on analysis of issue trends.
  
  DOCUMENTATION:
• Creates, modifies and reviews documentation of issues resolutions.
• Develops and delivers documentation to ensure appropriate end-user support.
• Creates and submits documented resolution to Knowledge Base.
• Updates manuals/guides to incorporate new recommended products.
• Complete and accurate documentation for use within the IT organization.
  
  COMMUNICATIONS/CONSULTING:
• Alerts team members about recurring problems.
• Communicates technical information to both technical and non-technical personnel.
• High level of customer satisfaction and productivity.
• Communication of technical information that can be understood by someone with or without technical knowledge.
  
  BUSINESS CONTINUITY:
• May provide input to the design of backup and recovery procedures.
• Improved Business continuance procedures.
  
  RESEARCH/EVALUATIONS:
• Designs standard image and designs alternate images, as needed.
• Evaluates and recommends new standard products for corporate standards list.
• Participates in working groups related to standards.
• Hardware and software products that meet client requirements.
• Product recommendations in compliance with corporate standards.
  
  COACHING/MENTORING:
• Mentors less experienced staff in multiple areas of expertise.
• Transfer of knowledge in multiple areas of expertise.

KNOWLEDGE, SKILLS & ABILITIES:

REQUIRED:
• Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
• Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills.
  
  PREFERRED:
• Typically requires 5-7 years of relevant technical and business work experience.
• Willingness and ability to travel domestically and internationally as necessary.

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