This position is located in Springfield, IL and is not a remote position.

The Technical Support Analyst will maintain computer systems and virtual workstations, including installs, upgrades, replacements, enhancements and modifications.

• Skills include customer service, communication, interpersonal, organizational, and problem solving.
• Perform basic troubleshooting and repair on computer systems including desktops, laptops, peripherals, printers, scanners, etc.
• Analyze and performs problem resolution and repairs on end-user computer systems and other related issues within the environment to minimize downtime to the end-users.
• Support computer systems by fixing problems and making enhancements with the guidance of experienced staff.
• Knowledge of backup software and the processes around it.
• Provide direct Tier 2 level support to customers with an emphasis on first call resolution
• Knowledge of various hardware components, operating systems and applications in use by the corporation.
• Ability to adapt to an ever-changing fast paced environment, changes in priorities, and to learn quickly and be composed under pressure.
• Document in detail the issue being reported, steps taken to resolve, or attempt to resolve, and to escalate to the appropriate support team.
• Responsible for meeting critical performance measures for the team including service level agreements and quality standards.
• Accomplishes department and organization mission by completing related results as needed.
• Advances job knowledge to next level by working with other team members, participating in educational opportunities; reading professional publications.
• Proactively provide status, raise issues, and communicate necessary information on a regular basis via daily stand-up meetings, one-on-one meetings, and/or impromptu occasions.

Experience and Education Expectations:

• Associates degree in applicable field or 1-3 years applicable work experience in a related field.

Pay Range:

$24.00 - $37.00 /hour

Salary is commensurate to experience, location, etc.

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