Support Analyst (Equest) Jobs

• Provides technical leadership and training for lower level support specialists.
• Recognizes issue with code, but escalates to development.
• Handles the escalated support calls or tickets; may work directly with customers to provide services and help resolve computing problems.
• Other duties as assigned.
• Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Manages bug fixes and software enhancements.
• Receives requests for computer technical assistance and problem resolution from company employees.
• Collects detailed information to categorize request in order to determine method of resolution, and create processes and guides.
• Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation including internal training and mentoring.
• Exercises sound professional judgment in analysis of problem in order to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem.

Competencies

• Approachability
• Listening
• Time Management
• Action Oriented
• Customer Focus
• Peer Relationships
• Technical Learning
• Informing
• Patience

Supervisory Responsibility

This position has no supervisory responsibilities.

Required Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Environment

This job operates in a professional office environment or remote home office location. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Periods of stress may occur.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stoop as necessary. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Expected Hours Of Work

Some flexibility in hours is allowed, but the employee must be available during the "core" work hours.

Travel

Quarterly

AAP/EEO Statement

Harris Computer is an EEO/AA/Disability/Vets Employer.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Value