IT Support Analyst

Job Responsibilities :

• Provide exceptional customer service to all end users
• Consistently demonstrate exceptional customer service to all end users.
• Act as a role model within the team by demonstrating flawless customer service etiquette.
• Serve as a liaison between staff and technology to resolve issues and achieve desired results
• Delivery of athena's employee technology experience
• Assist in integrating new employees into the technology environment through onboarding timeframe.
• Collaborate with employees across athena geographies throughout their tenure to make sure they have the tools and knowledge to be successful.
• Assist in training new employees.
• Share knowledge with colleagues and end users.
• Create and maintain documentation for self-service and team knowledge base of team and share lessons with colleagues.
• Enhance and support athena's service offerings and technologies
• Assist team in the resolution of corporate support service desk tickets within established Service Level Agreement timeframes.
• Own the life cycle of a service desk ticket from initial submission through resolution or escalation as appropriate.
• Proactively identify systemic issues and triage to the appropriate internal teams.
• In instances of escalated tickets, collaborate with internal technology teams to ensure timely resolution.
• Maintain equipment inventory.
• Identify opportunities for training and documentation and collaborate with senior team members on delivery.
• Improve efficiencies in day-to-day tasks.
• Specialize in area of expertise as needed, including mobile devices, Macs, MS Teams, printer configuration, etc.
• Other duties as assigned by the Corporate Support Supervisor.

Experience & Skills Required:

• Any Bachelor's degree
• 3+ years of professional experience within service desk role.
• Understanding of infrastructure technologies.
• Proven track record of timely and accurate ticket work and documentation.
• Excellent customer service.
• Sustained history of proper ticket management, including proper response times, ticket documentation, and successful resolution.
• Ability to work accurately, independently, and efficiently through a heavy workload of varying ticket types.
• Expertise with the installation, configuration and troubleshooting of Microsoft Operating Systems, Microsoft Office Applications, Mac and Mac Application.
• Experience with public speaking in front of medium-sized groups for training purposes.
• Experience with troubleshooting and repairing conferencing and audio-visual technologies.
• Strong communication skills and ability to explain technological solutions to colleagues with a wide range of computer knowledge.
• Strong ability to prioritize, manage and complete multiple tasks and long-term projects accurately and efficiently.
• Flexibility to travel to additional corporate locations for support as needed.
• Clear and concise written and verbal communication skills.