PC Support Analyst

ESSENTIAL DUTIES AND RESPONSIBILITIES

Track call details in call management system and escalate incident to appropriate group if needed.

Unlock network accounts and reset passwords as requested.

Map network drives and printers.

Troubleshoot the following:

• Network/internet/VPN connectivity issues
• Outlook e-mail issues escalating to e-Mail administrators, as required
• Printer and copier/scanner issues that are network, hardware or software related.

Assist with recovering missing or damaged files for end users.

Troubleshoot and maintain Windows operating system, Microsoft Office applications, web browsers, PDF software, etc.

Install and troubleshoot industry specific software on personal computers and mobile devices.

Configure network accounts for VPN access and assist end users with configuring VPN access.

Man the Stephens Emergency After Hours phone line on a weekly rotational basis.

Perform other tasks as assigned by management.

SUPERVISORY RESPONSIBILITIES

This position does not have any supervisory responsibilities.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent verbal, written and organizational skills and strong attention to detail.
• Analytical, critical thinking and problem solving skills with the ability to determine the appropriate action.
• Ability to solve complex and multi-variable problems in a straightforward and actionable manner.
• Ability to lead up, down, and across the organization in order to drive results.
• Advanced computer skills including Microsoft Word, Excel, Access, PowerPoint, Outlook E-mail and the Internet.
• Ability to learn and utilize other industry specific software.
• Excellent interpersonal and communications skills and the ability to represent the company within the industry.
• Accountable and transparent with a strong work ethic.
• Ability to maintain confidentiality and work under extensive time constraints.

EDUCATION AND EXPERIENCE

Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college, plus 12 to 18 months related experience and/or training. Or equivalent combination of education and experience.

REQUIRED TESTING

• Word
• Excel
• PowerPoint
• Outlook
• Windows 10