User Support Analyst II - Hybrid

Overview

A frontline technical support professional who receives, documents, and handles tickets. Responsible for providing information, restoring service, providing specific services and escalating tickets. May develop, document, and maintain applicable processes and be responsible for reporting on, and training others on best practices and processes. Able to work independently and as part of a team

Responsibilities

• Provides frontline technical support in person, by telephone, via self-service tickets or other communication venues on moderately complex workflows and/or processes. Documents accurate assessment, analyzes, effectively troubleshoots and resolves or appropriately escalates issues.
• Monitors team work queues and takes ownership of tickets according to priority and daily assignments. Assists others with prioritization of tickets.
• Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
• Responsible for obtaining pertinent information for ticket creation and providing a customer friendly resolution.
• Provides assigned analysis functions in support of new or upgraded vendors, in-house systems and special projects.
• May perform a variety of report generation and data manipulation duties
• Maintain proficiency with tools necessary to the role, including current software platform for ticket and problem management. May participate in updating knowledge articles to reflect current information and workflows.
• Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.
• Networks and collaborates with other IS teams.
• Presents information in small and medium group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties.
• Functions as a resource to operations, staff and customers in designing and implementing process improvement initiatives that will increase the efficiency and maximize the effectiveness of operations.
• Manages single-person or small group projects as assigned, using proscribed workflows from inception through completion, with minimum supervisor oversight.
• Provides precepting, training, and assistance to team members
• May teach classes in desktop software, specialized applications and desktop use. Independently plans curriculum and training material. Participates in research and development of new training methodologies. Uses feedback to modify and improve training skills.
• Performs other duties as required or assigned

Qualifications

• High school diploma or equivalent required
• Minimum 4 Expertise Units Required. Expertise Units defined:
• 1 per each year of desktop technician work experience
• .5 per year of relevant technical work experience
• .5 per year non IT Military experience
• Points for highest degree attained
• 2 per related Associates Degree, 1 for unrelated
• 4 per related Bachelor Degree, 2 for unrelated
• 6 per related Masters Degree, 3 for unrelated
• 1 per current beginner Certification
• 3 per current intermediate Certification
• 5 per current advanced Certification
• Intermediate knowledge of troubleshooting methodologies.
• Intermediate working knowledge of applications and devices.

Required Licensure/Certifications