NEW JOB OPENING
TECHNICAL SUPPORT ANALYST
IN Plymouth, MI, USA!

***Only qualified Technical Support Analyst candidates located near the Plymouth, MI area to be considered due to the position requiring an onsite presence***



Education:

• Bachelor’s degree (accredited) in Computer Science, MIS, or similar area of study

• High School Diploma or GED (accredited) and four years of relevant work experience.



Requirements:

• 3 years of Technical Support experience in a corporate work environment.

• SQL queries and scripting.

• Document user, support, and maintenance procedures.

• Document standardized communications to users and management.

• Customer service skills including conflict resolution.

• Effective communication with staff, management, end users, and other customers.

• Ability to conceptualize end user steps and processes to readily identify the issue/problem.

• Troubleshooting PC problems and issues.

• Problem-solving and analytical skills.

• Training less experienced end users and staff in resolving more complicated PC technical issues and processes.

• General knowledge of PC systems, hardware, and software.

• Knowledge of software functionality.



Summary:

• Under minimal supervision, configures and installs complex hardware and software for IT users' desktops, workstations, weigh stations, POS, security cameras, and mobile devices.

• Provides advanced technical support for software and hardware of end-user computing.

• Provides advanced troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution.

Duties and Responsibilities:

• Responds to complex service desk incidents. Provides complex functional support for onsite field applications and hardware to resolve incidents at remote sites.

• Isolates difficult or ambiguous issues by reproducing the incident, and/or tracing transactions through site-specific infrastructure and networks to identify failure points.

• Provides support and acts as liaison for Operational Technology applications and infrastructure.

• Solves configuration issues at remote sites and for truck equipment, including site-specific hardware (PCs, laptops, kiosks, workstations, weigh stations, security cameras, POS devices, in-truck and mobile tablets, etc.) and associated software.

• Follows up on incidents passed on to Tier 3 support groups. Coordinates and works with external vendors as needed to resolve facility cabling issues.

• Creates and updates Support and User Guides for frontline support. Trains frontline support on new technology as needed.

• Delivers advanced post-development support (including being onsite for new project/program installations and software releases).

• Contributes to the creation and modification of complicated system or application monitors.

• Leads Technical Support business initiatives in accordance with Digital Leadership and onsite team members.

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**