Job Summary:

The User Support Analyst will provide support and guidance to users experiencing technical issues relating to computer hardware, software, and peripherals.

Supervisory Responsibilities:

• None.

Duties/Responsibilities:

• Provides technical support and guidance to resolve users computer hardware and software problems.
• Communicates with users via phone, chat, email, and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed.
• Applies knowledge of computer software and hardware to assist users in resolving problems.
• Installs or assists with the installation and set-up of new hardware, software, and peripheral equipment.
• Coordinates service or replacement of defective products from vendors and manufacturers.
• Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware.
• Drafts or revises user training manuals and procedures.
• Maintains logs of support services provided in the ticketing system or other appropriate database.
• Develops training materials and/or provides onsite training as requested.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Thorough understanding of technology commonly used by clients and employees.
• Ability to explain technical problems to nontechnical employees.

Education and Experience:

• Two years of experience or Associates degree required; Bachelors degree in Computer Science, Business Administration, or related field preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.