Technical Analyst
Tiger Correctional Services
This job is no longer accepting applications
See open jobs at Tiger Correctional Services.See open jobs similar to "Technical Analyst" My Jonesboro Jobs.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:
Conducts on-site and remote installations of software on jail workstations as required.
Reviews, recommends, and rigorously tests software for suitability within the Company or for customers.
Modifies, tests, and rectifies existing software configurations to optimize performance.
Manages the installation of hardware and software for new customers, ensuring seamless integration.
Evaluates the workload and capacity of computer systems to identify opportunities for expansion or enhancement of operations.
Analyzes and meticulously documents systems changes, considering the impact on both Company and customer requirements.
Effectively troubleshoots software, hardware, and inmate phone system problems.
Collaborates closely with 3rd party vendors to guarantee the proper functioning of all systems and interfaces.
Participates in rotational on-call coverage for off-hours support.
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
This job is no longer accepting applications
See open jobs at Tiger Correctional Services.See open jobs similar to "Technical Analyst" My Jonesboro Jobs.