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Job Summary:
The User Support Analyst will provide support and guidance to users experiencing technical issues relating to computer hardware, software, and peripherals.
Supervisory Responsibilities:
- None.
Duties/Responsibilities:
- Provides technical support and guidance to resolve users computer hardware and software problems.
- Communicates with users via phone, chat, email, and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed.
- Applies knowledge of computer software and hardware to assist users in resolving problems.
- Installs or assists with the installation and set-up of new hardware, software, and peripheral equipment.
- Coordinates service or replacement of defective products from vendors and manufacturers.
- Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware.
- Drafts or revises user training manuals and procedures.
- Maintains logs of support services provided in the ticketing system or other appropriate database.
- Develops training materials and/or provides onsite training as requested.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
- Thorough understanding of technology commonly used by clients and employees.
- Ability to explain technical problems to nontechnical employees.
Education and Experience:
- Two years of experience or Associates degree required; Bachelors degree in Computer Science, Business Administration, or related field preferred.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
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