Technical Support Analyst Job in Idaho Falls 83402, Idaho Us
Position Description
Technical Support Analyst
Department: Information Technology
Reports to: Director, Information Technology
· Field incoming help requests from end users. Log and track progress of support tickets/incidents from initiation through resolution using ticket monitoring system
· Perform advanced troubleshooting and setup for Laptops, Desktops and Mobile devices.
· Develop an end user self-help database and written documentation for such processes as VPN connectivity, mobile phone email setup, wireless configuration, projector use, etc… Additional, tasks to be added as Help Desk statistics warrant.
· Perform hands-on/remote fixes, including software/ hardware install and upgrade, implementing file backups, and configuring systems and applications.
· Some programming related to internet protocols, web services and SQL reporting as assigned
· Access and install appropriate upgrades, patches, drivers, etc.
· Identify and learn appropriate software and hardware used and supported by the organization.
· Responsible for system and user administration for the entire organization.
· Responsible for recommending and implementing new technical solutions.
· Manage deployment, administration, and support for corporate systems.
· Ensure license compliance and documentation.
· Act as backup for other members of IT staff
· Other duties as assigned.
Duties
· Microsoft Maintenance (PC's, Servers)
· SQL Maintenance
· Lawson M3 ERP System
· Programming/Business Analysis
o Lawson Products
o XML
o Java
o SQL
o Apache
o .net
o PHP
o HTML
· User Security/Setup/Removal
o Windows/Lawson ERP
o Users
o File Shares / Folders
o SSL/VPN
o Web Sites
o FTP
o Phone System
· Intranet (Sharepoint)
o Help Desk
o HR
· Network Security
o Web Sites
o Sharepoint
o Antivirus
o Antispam
o SSL
· Backups
o Servers
o Desktops
o Data
o Configuration
o Logs
o Phone System
· Inventory/License Compliance
o Hardware
o Software
o All Licenses and Passwords
· Trouble Shoot/Setup
o PC's / Desktops
o Laptops
o Mobile Devices
o Printers / Peripherals
o Projectors / Conference Rooms
o Level 1 support Lawson Applications
· Demonstrates accountability for his/her own performance.
· Treats others with respect in all circumstances.
· Enjoys making a significant contribution to the overall team.
· Develops the greatest possible trust in our Company based on how he/she conducts his/her self each and every day.
· Demonstrates the utmost in character and integrity in everything he/she does.
Professional Qualifications/Required Skills of the Position
Education and/or Experience: College diploma or university degree in the field of computer science preferred and/or 5 years equivalent work experience.
Knowledge Experience: Technical knowledge of PC, windows server and desktop hardware. Working technical knowledge of current protocols, operating systems, and standards, including Active Directory, TCP/IP, Windows Operating systems, and MS Office products. Proven experience related to applying technical solutions to business related problems. Experience writing and assisting end users with work instructions, test plans – Basic Sharepoint knowledge a plus. Development and analysis skills related to Java, Java Script, HTML, XML, PHP, Apache, .net and SQL. Ability to operate tools, components, and peripheral accessories. Able to read and understand technical manuals, procedural documentation, and OEM guides.
Personal Attributes: Ability to conduct research into business issues and products as required.
Effective interpersonal skills and relationship-building skills. Strong written and oral communication skills. Ability to present ideas in user-friendly language. Analytical and problem-solving abilities, with keen attention to detail. Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. Experience working in a team-oriented, collaborative environment. Strong customer-service orientation.
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