Technical Analyst
Frostburg, MD
Sports Technology
Posted/Updated: 07/23/17
Job Summary
Position Summary:
The Tier 2 Technical Support Specialist will support and maintain technology equipment and IT assets. Individual must be able to multi-task in a fast-paced environment and simultaneously work on multiple projects/tasks. The individual must have experience with network hardware and software configuration troubleshooting. The individual must be a team player, proactive, and an established problem solver. Assist with training others on the team and new members to the team on practices, procedures, and technical aspects of the job. Intercept, document, troubleshoot and resolve all technical and customer service related issues reported via phone, email and first person. Follow ITIL framework workflow that includes incident, problem and change management. Build, troubleshoot, repair and ship replacement components. Document, analyze and report on daily issues, policies and procedures.
Essential Duties and Responsibilities:
- Provide support to users by troubleshooting hardware, software and network related issues.
- Perform regular maintenance on field equipment.
- Installing, configuring, diagnosing, repairing, and upgrading hardware and equipment while ensuring its optimal performance
- Demonstrated skills in advanced troubleshooting and problem identification.Installing, configuring, diagnosing, repairing, and upgrading hardware and equipment while ensuring its optimal performance. Installing, configuring, diagnosing, repairing, and upgrading hardware and equipment while ensuring its optimal performance.
- Manage inventory and shipments of hardware
- Maintain advanced knowledge of products and/or services
- Prepare reports and correspondence as needed
- Possible skills: LAN/WAN, Printers, PC Desk Top, Laptops, RAS, Network Connectivity, NT, Windows, Office, and TCP/IP
- Other duties as assigned
Education and Experience:
- A+ Certification
- Network + or equivalent work experience.
- Microsoft MCP or equivalent work experience.
- Associates Degree in related field or equivalent work experience.
- Hardware installation and upgrade, Help Desk Application Support, Software installation and upgrade
- Overall knowledge in: Windows operating systems, WSUS, MDT, VMware, computer applications, hardware/technical support, LAN/WAN, Customer Service
- Minimum of three (3) years of experience working in a Tier II Support Service / Analyst role, providing “hands-on” technical phone support in an internal or external IS / IT / Technical department, with exceptional attention to detail and organization. Experience assisting external clients in addition to internal clients, is preferred.
- Minimum of three (3) years experience interacting with Clients at all levels and remotely supporting their technical support needs with a verifiable history of providing excellent service.
- Minimum of three (3) years of formal work experience utilizing standard Technical Phone Support concepts, practices and procedures on a daily basis.
Knowledge, Skills and Abilities:
- Ability to change priority and go from task to task quickly and efficiently.
- Ability to manage multiple high priority issues simultaneously.
- Have excellent customer service skills; be organized, fast and skilled at multitasking.
- Have excellent communication and documentation skill.
- Be willing and able to learn new skills as our environment changes.
- Be willing to travel occasionally.
- Have excellent trouble-shooting skills, and must have an aptitude towards technical skills
- Be a capable learner, and be willing to do tasks associated with maintaining the department and its areas that are not usually closely associated with technical support such as organizing, moving equipment, inventory and occasional cleaning.
- Function professionally in a corporate environment.
ACTIVE Network is an equal opportunity/affirmative action employer.
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