IS Support Tier 1

Job Summary

The IS Support Analyst provides client and technical issues resolution for end users via email, Chat phone, in person or other electronic medium for Reiter Affiliated Companies. The IT IS Support Analyst personnel will work in conjunction with other IS staff , FDC Staff , to fix any other related issue regarding IS and will provide training to clients in the use of systems and applications in Reiter Affiliated Companies. This position will obtain general understanding of All applications , Systems operations related to company offered services; and identify and correct or advise on operational issues in client computer systems and recommend appropriate resolution. Must have excellent technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Must be customer oriented and patient to deal with difficult customers.

Responsibilities Include

• Assist in Help Desk Support Level 1 and provide Field Support in off-site locations.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person, email , chats or over the phone.
• Install, modify, and repair computer hardware and software.
• Resolve technical problems with Local Area Networks (LAN), Applications and other systems.
• Install and configure OS, software, drivers, utilities, etc. (desktops and laptops).
• Install computer peripherals for users with appropriate software.
• Perform upgrades, as needed.
• Respond to queries either in person or over the phone.
• Write training manuals.
• Run diagnostic programs to resolve problems.
• Assist in ordering equipment
• Serve as the first point of contact for customers seeking technical assistance over the phone ,chat , Application or email
• Provides tier 1 support troubleshooting and resolving issues
• Direct unresolved issues to the next level of support personnel
• Ensure the proper operation of the users equipment’s, supporting to solve their problems in the software and hardware, monitor the proper use in accordance with company policies.
• Ensure the proper operation of the users equipment’s, supporting to solve their problems in the software and hardware, monitor the proper use in accordance with company policies.
• Walk the customer through the problem-solving process
• Responsible for tracking inventory of all hardware and software.
• Support the incorporation of new technologies to optimize existing ones.
• Identify and suggest possible improvements on procedures.
• Other duties as assigned

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES :

Ability to :

Emphasis on sharing of knowledge through good communications, peer-to-peer training, and written documentation.

EDUCATION AND EXPERIENCE :

Travel Requirements

Ability to travel 10 percent of the time – domestic and international