Technical Support Analyst I

Job TitleTechnical Support Analyst ILocationLexington, KY 40513 US (Primary)CategoryIT OperationsJob TypeFull-timeEducationAssociate DegreeShift Work Required?NoTravelSecurity Clearance RequiredNot RequiredJob DescriptionPosition OverviewUnder close supervision responsible for providing essential support for Information Technologies directly to management, staff, production, and office personnel as they utilize Information Technologies to advance the organization's mission. Helpdesk staff work in a dynamic, fast-paced environment that provides services over the telephone, through e-mail, and by visiting our customers at various sites. The specific work assignment may include duties or activities of support in one or more of the following functional areas, in addition to other duties as assigned:Functional:Works directly with customers to resolve problems with desktop and networked servicesGathers information, diagnoses customer needs, and conducts extensive research to find solutions to resolve reported problemsTracks detailed information concerning each customer's service need through an on-line databaseDocuments diagnostic steps utilized to troubleshoot the reported problemEnsures customer satisfaction in every step of problem resolution and confirms customer is able to access the required services or applicationsProvides support for telephone moves, additions, and changes for all telecommunications, including cellular devicesAssists with ordering and coordinating ordering of equipmentAids in keeping support services running smoothly and efficientlyProvides general information about computing services, including information about access to services providedMakes acute referrals to other service providers as needed for problems beyond the scope of services provided by the HelpdeskJob RequirementsMinimum Requirements:High School diploma3-5 years of related experience, or an equivalent combination of education and experience is required