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Sr. Technical Support Analyst
More information about this job:
Overview:
Sr. Technical Support Analyst serves as the primary Account Manager for Jhpiego systems, manages and tracks IT-related purchasing, assigns request tickets, assists with Inventory Management of software and hardware, assists with orientation for new hires, and responds to and resolves service requests related to hardware and software for Jhpiego's staff. Other responsibilities include receiving, classifying and assigning service requests using an automated service management system, managing and auditing Jhpiego systems accounts and distribution lists, providing general technical support and Help Desk duties, maintaining inventory and general records, setting up, supporting, and troubleshooting media conferences and ensuring workflows are coordinated. Sr. Technical Support Analyst also serves as the major point of client communication for day-to-day services.
Responsibilities:
- Perform account management tasks in Active Directory, SharePoint, and other Jhpiego systems, including provisioning of accounts
- Manage distribution lists
- Regularly audit accounts and distribution lists
- Collaborate with Global Human Resources department on authorizations for account requests
- Ensure software and hardware procurement practices and associated licenses meet government and university requirements
- Ensure hardware and software warranties are kept current
- Purchase IT equipment following Jhpiego purchasing workflow and policies
- Maintain the department’s inventory database for hardware, software licensing and other inventory information
- Conduct on-boarding and de-boarding sessions on Jhpiego’s IT services and policies to new and terminating staff
- Respond to and resolve service requests during heavy load periods, including troubleshooting, resolving or escalating service requests for operating system configuration and software application problems
- Support, track, and maintain the department’s loaner equipment
- Assist in maintaining content and accessibility of technical, procedural, and systems configuration documentation
- Assist in developing related job aids and user documentation
- Provide backup support for Mediasite and other web conferencing services, setting up equipment and coordinating delivery of services with the customer and working with JHU to store and make available the Mediasite presentations
- Provide administrative and user support for mobile devices (android, windows, and iOS)
- Answer help desk calls and resolve 1st level support for in-person and phone requests
- Dispatch requests to appropriate Service Desk technician
- Assign and categorize help desk requests in the ISTS help desk system
Required Qualifications:
- BS in Computer Science or equivalent knowledge and skills
- 2+ year successful experience administering Microsoft Active Directory
- Strong customer service orientation with the ability to interact well with diverse end-users and technical staff
- Demonstrated ability to successfully troubleshoot and resolve technology problems for US based staff and international based staff
- Demonstrated ability to effectively manage several major activities simultaneously
- Ability to work independently and posses, detailed oriented with excellent problem solving skills
- Ability to exercise sound independent judgment in managing daily technology services, in determining priorities, and implementing and monitoring short and long-range project plans
- Excellent interpersonal and communication skills, orally and in writing
- Basic knowledge of Microsoft network infrastructure, security tools, and protocols
- Demonstrated ability to self-manage and to work collaboratively
- Experience interpreting, adapting, and applying organizational guidelines and procedures
- Ability to work collaboratively with clients, staff, Jhpiego specialists and vendor representatives
- Demonstrated experience and judgment in suggesting improvements/solutions in job function processes