JOB DESCRIPTION: Technical Support Analyst

DEPARTMENT: Information Technology

POSITION REPORTS TO: Technical Support Manager

CLASSIFICATION: Salaried Non-Exempt

DATE REVISED: January 24, 2024

POSITION PURPOSE

To deliver exceptional customer service and proficiently resolve technical issues for both internal and external end users. This includes expertly setting up and testing hardware and software during installation and post-installation phases, conducting thorough training sessions for end users on computer functions and software usage, and ensuring documentation of procedures for effective knowledge transfer and reference.

JOB DUTIES

TECHNICAL SUPPORT:

1. Conducts on-site and remote installations of software on jail workstations as required.

2. Reviews, recommends, and rigorously tests software for suitability within the Company or for customers.

3. Modifies, tests, and rectifies existing software configurations to optimize performance.

4. Manages the installation of hardware and software for new customers, ensuring seamless integration.

5. Evaluates the workload and capacity of computer systems to identify opportunities for expansion or enhancement of operations.

6. Analyzes and meticulously documents systems changes, considering the impact on both Company and customer requirements.

7. Effectively troubleshoots software, hardware, and inmate phone system problems.

8. Collaborates closely with 3rd party vendors to guarantee the proper functioning of all systems and interfaces.

9. Participates in rotational on-call coverage for off-hours support.

1. Travels to facilities for on-site installations and support as needed.

CUSTOMER SERVICE:

• Provides comprehensive training to both internal and external customers on hardware and software usage.

• Offers training specifically on Accounting & Commissary modules, guiding customers through accounting, commissary orders, and deposits.

• Delivers prompt technical support to internal and external employees when required meeting SLA requirements.

• Ensures customer satisfaction by following up to verify that resolutions meet facility needs.

• Keeps customers informed about their trouble ticket status.

• Assists in resolving customer accounting issues related to Company software.

• Investigates potential fraudulent credit card transactions.

• Monitors email and ticketing systems for customer-submitted issues.

• Plans, schedules, coordinates, and implements projects as needed.

DOCUMENTATION:

• Generates comprehensive project reports and documentation for new and modified software and hardware.

• Maintains a detailed inventory of computer equipment and software for the corporate office and all customers.

• Tracks and documents all technical support requests, providing detailed records of services rendered.

• Identifies and documents opportunities for system changes and enhancements.

OTHER DUTIES:

• Performs any additional duties as assigned or required.

QUALIFICATIONS

EDUCATION CERTIFICATION:

• Associate degree in computer information systems/management information systems; Bachelor’s degree in CIS/MIS preferred or equivalent work experience

• Valid driver’s license required

REQUIRED KNOWLEDGE:

• Working knowledge of Ticket-Tracking software & concepts

• Working knowledge of intermediate to advanced networking concepts

• Working knowledge of Microsoft SQL Server – Querying, Database, Structure, Connection Strings

• Demonstrated knowledge with Windows-Based Scripting languages

• Working knowledge of general accounting terms & concepts

• Working knowledge of Inventory Management Processes

• Working knowledge of FTP, SFTP, web services & SSH

EXPERIENCE:

• Two years Help Desk experience

• One year experience with remote access solutions and installations

SKILLS/ABILITIES:

• Excellent knowledge of computers, printers, email & internet

• Excellent knowledge of Microsoft products

• Excellent verbal, written & listening skills

• Excellent telephone presence

• Excellent customer service, problem solving, and conflict resolution skills

• Excellent time management and self-management skills

• Demonstrated documentation skills – Issue/Ticket resolution, software documentation

• Demonstrated research, investigating & troubleshooting skills

• Demonstrated computer installation, repair & maintenance skills

• Ability to drive a motor vehicle (DRIVER’S LICENSE REQUIRED)

PHYSICAL AND MENTAL REQUIREMENTS:

• Able to apply common sense understanding to carry out detailed instructions and deal with problems involving many variables

• Must be able to hear & receive normal conversations and information

• Must have average visual abilities necessary to read a computer screen, documents & manuals

• Must be able to solve and interpret basic math problems including adding, subtraction, multiplication and division

• Capable of lifting up to 30 pounds

• Must be able to communicate with an advanced vocabulary of 8000 to 10,000 words, to read at a moderate rate, write basic sentences and communicate in standard sentences with excellent vocabulary