Technical Support Agent II, Pennsylvania

Job Description

Reporting into the IT Manager, the Tech Support Analyst II will be involved or responsible for the follow:

You will evaluate documented resolutions and analyze trends for ways to prevent recurring issues.

You will alert management to emerging trends in incidents.

You will deploy pre-packaged software as needed using automated deployment tools.

You will assist in software releases and rollouts according to change management best practices.

You will act as an escalation point for advanced or difficult help requests.

You will build rapport with service desk customers ie other American Iron and Metal employee.

You will record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

You can preform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

You can install antivirus software and ensure virus definitions are up to date and approved software requests manually or using a deployment server

You can test fixes to ensure problem has been adequately resolved and use remote tools and diagnostic utilities to aid in troubleshooting.

You can sontribute to technician knowledgebase and training as needed.

You are able to reinforce SLAs to manage end-user expectations.

You are able to perform remote and onsite troubleshooting of hardware, software and networking issues for various clients

You are able to perform support fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and application

You are reponsible to monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.

You are responsible to document any and all changes to client environments as well as applying the latest industry “Best Practices”

You are respondible for new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT management services

You will proactively access software updates, drivers, knowledge bases and FAQ resources on the Internet/intranet to aid in client tech support problem resolution