Network Support Analyst

Position Summary 

The purpose of the Network Support Analyst – Tier I is to ensure network connectivity, answer questions, and resolve computer problems for customers via telephone, occasionally in person, or electronically (remotely). Will provide customer assistance concerning the everyday use of computer hardware and software. Complex/high priority problems are elevated to Tier II Network Support Team Members for resolution when needed, but the Tier 1 Network Support Team Member is responsible for ensuring that an effective solution is provided to the user.

Accountabilities/Responsibilities 

• Monitors, analyzes, and resolves first level incidents related to enterprise network; discovers, diagnoses, troubleshoots, facilitates repair, and reports on problems with network devices
• Takes client calls and works with remote sites to troubleshoot issues including but not limited to:  PC’s, Monitors, Cisco IP Phones, Mobile Devices, Viruses, Printers, ISP modems, Web Browsers, Microsoft Office, Email, VPN, Cisco Routers, Cisco Switches, SD-WAN Routers, and EMV Devices
• Escalates tickets to the Network Operations Center (NOC), when appropriate
• Follows up on open tickets and keeps in contact with end user until issue is resolved
• Continues to improve technical knowledge through on-going training and certifications
• Monitors bandwidth utilization across entire WAN
• Occasional PC reformats and standard installations
• Performs additional duties as assigned
• Ability to work Monday – Friday 9:30am-6:00pm

Competencies for Success

• Analytical and Critical Thinking
• Builds Customer Experience
• Communication
• Planning and Organizing

Minimum Qualifications

• Associates or Bachelor’s Degree or related experience
• 1-3 years of related support experience preferred
• Strong customer services skills
• Work experience in a call center/help desk environment preferred
• Strong customer services skills

• Must possess interpersonal skills necessary to effectively handle customers in a positive, service-oriented fashion
• Effective written and verbal communication skills
• Great phone etiquette
• Working knowledge of Windows operating systems
• Working knowledge of Apple and Android phones + tablets preferred
• Working knowledge of Apple Mac devices preferred
• Good typing skills
• Detail oriented
• Good documentation skills
• Strong adaptation skills
• Excellent problem-solving skills
• Must be able to work well with others
• Must be able to learn and support new and fast-changing technologies
• Must possess good work habits under pressure

Physical Demands

The physical demands here are representative of those that must be met to successfully perform the essential job functions with or without reasonable accommodations:

• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• Ability to work a non-traditional schedule and be on-call for emergency situations
• May need to travel occasionally

We are committed to inclusion, diversity, and equal employment opportunity, regardless of race, color, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status, or any other factor protected by applicable federal, state, or local laws.