Support Analyst

Perform first-level diagnosis and troubleshooting support to end-users and customers.
- Work under minimum supervision and receive inbound transactions and inquiries, provide support in accordance with established processes and document incidents and remedies.
- Escalate complex incidents to second-level support personnel.
- Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution
- Applies understanding and knowledge of information systems products and services to assist users
- Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
- Coordinates referrals to appropriate technical, professional, or service personnel
- Receives and prioritizes issues and forwards using appropriate escalation procedures
- Provides functional or task leadership
- Coordinates special projects and system upgrades
- Briefs customers and/or management on the status of resolution efforts
- Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel
- Recommends system or process improvements, including procedures, training, and enhanced documentation
- May provide occasional functional and technical guidance to less experienced staff.
- The incumbent oversees and coordinates with quick-response customer support team and interfaces with clients (over the phone or other support channels) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues.
- The incumbent works under limited supervision to provide prompt and professional Help Desk service through quick processing and prioritization of a variety of problems.
- All other duties as assigned"

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**Salary**: $17,000.00 - $17,500.00 per month

Work Location: Hybrid remote in C.P. 66490, C.P.