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Regional Technology Sr. Support Analyst - Charlotte

Company: NFP
Location: Charlotte
Posted on: September 15, 2019

Job Description:

Summary: The role of the Senior Support Analyst will assist Company Associates who are experiencing any procedural or operating difficulty with the use of technology applications, products, or services specific to offices within their region. This individual will work with Regional Engineers, Managers and Directors to resolve issues that escalate from the Help Desk. The Senior Regional Support Technician will assist support staff with advanced issues and document solutions for future reference.Essential Duties and Responsibilities:Manage Regional Support ticket queue and assign tickets to regional support, engineers or managersTrain new support staff on procedural aspects of ticketing systemEffectively, professionally, and respectfully represents other Technology staff members, teams, and their services to the officesProvide advanced desktop support for all Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing Company Associates regarding software or hardware functionality, and communicating policy where appropriateWork with Support Analysts to determine the most effective manner to resolve user's advanced technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with Regional Engineers and ManagersVerifies that suggested solutions effectively resolve the users' problems through verbal or email follow upBased on issue resolution, creates knowledgebase documentation to assist in faster resolution in the event similar issues ariseWorks on Regional related projects as assigned by supervisorThis role will require traveling including onsite visits to offices within the designated regionKnowledge, Skills, and/or Abilities:3+ years of experience working for a corporate level help desk or systems administrationIn-depth knowledge of today's hardware including PC components, copiers, scanners and major mobile devices running iOS and AndroidStrong working knowledge of software including Windows 7, Windows 10, Adobe Acrobat, MS Office, copier software solutions such as Fiery, Paperwise and PaperCutExperience with Windows domain environments including Password resets, working with groups, DHCP, DNS and Group PolicyKnowledge of Windows file systems and folder permissionsBasic Network troubleshooting, or equivalent trainingSome experience with VOIP phone systems a plusExperience with cloud based file sharing platforms preferredGood organizational and planning skills, with a proven ability to manage time well in a fast-paced, ever-changing, team-oriented environment.Must be able to learn and support new and fast-changing technologies.Excellent interpersonal skills.Good work habits under pressure.High energy level and self-motivated and highly detail oriented.Must have a good command of the English language in order to provide effective phone, desk-side, and email support.Ability to travelCommunication Skills: This position requires handling confidential information in an appropriate manner. Interactions with Company Associates must be handled with diplomacy and tact. Individual must be able to gauge the user's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.Decision making/judgement: This position involves projects and/or assignments requiring considerable decision-making authority regarding procedures, plans, and schedules. Although problem-solving guidelines may exist for particular problems, situations where procedures or instructions may need to be developed and documented. The incumbent will work either on his or her own or with the larger technology team to resolve the issue and document the solution.Physical Demand: The physical demands described here are representative of those that must be met by a candidate to successfully perform the essential functions of this job. While performing the duties of this Job, the candidate is regularly required to sit; use hands to handle or feel and talk or hear. The candidate is frequently required to reach with hands and arms. The candidate is occasionally required to stand and walk. Specific vision abilities required by this job include close vision and distance vision.

Keywords: NFP, Charlotte , Regional Technology Sr. Support Analyst - Charlotte, Professions , Charlotte, North Carolina

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