System Analyst

Duties and Responsibilities

• Perform troubleshooting and resolution.
• Perform troubleshooting on mobile devices, iPhone/iPad and Android.
• Perform troubleshooting on Network Printer and Multi-functional Devices.
• Perform troubleshooting on Microsoft Office Products. (O365 environment)
• Perform troubleshooting on Mac devices. 
• Work daily with customers via phone, and email, and online chats.
• Accurately record all work and troubleshooting in tickets in ticketing system.
• Assist customers and staff with general hardware and software challenges.
• Perform other duties as assigned.

Required Skills and Abilities

• Excellent verbal and written communication skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to work in a fast-paced, demanding environment.
• Excellent customer service and interpersonal skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations.
• Maintain positive and professional attitude.
• Able to clearly document technical processes.
• Able to manage time effectively and work efficiently, both with and without direct supervision.
• Exceptional analytical and troubleshooting skills.
• Excellent judgment skills to properly evaluate situations and immediately provide effective solutions.
• Great attention to details, organizational skills, and ability to prioritize and manage multiple simultaneous tasks.
• Exceptional interpersonal skills; able to communicate technical information to non-technical users effectively.

Physical Requirements

• Extended viewing of computer screen.
• Sitting for extended periods of time.
• Normal office environment with little exposure to excessive noise and temperature changes. 

Education and Experience

• High school diploma or equivalent.
• Customer service experience.
• Helpdesk Support experience.
• 2+ years of experience in ticketing system.