Help Desk - Technical Support Analyst - Night / Weekend

North Sioux City, SD
Jul 24, 2017
Jobs Outside Higher Education
Software & Technology
Institution Type
Outside Academe

Job Description

Job Title: Technical Support Analyst
Department: Help Desk
Reports to: Help Desk Manager

Full time, permanent position (not contract or part time)

Position Summary

Provides technical support to nationwide end users over the telephone regarding business systems and issues, ensuring high quality service in a timely manner.

Examples of Work Performed

1. Coordinates the installation, configuration, administration, documentation, maintenance and issue resolution of business systems and services
2. Develops enhancement procedures and methodologies to achieve optimum performance, delivery and continuity of information systems
3. Receives phone calls for service requests and remotely resolves those requests
4. Installs new software releases and system upgrades
5. Evaluates and installs software patches
6. Performs system backups and recovery
7. Maintains data files and monitors system configuration to ensure data integrity
8. Resolves software related problems

Minimum Qualifications


High School diploma or GED
Two or Four-year college degree in Computer Science or related field preferred


Two years related experience preferred

Knowledge, Skills, Abilities and Other Characteristics

1. Ability to multi-task and learn quickly
2. Excellent oral and written communication skills
3. Ability to operate a personal computer
4. Knowledge of standard office procedures and computer software
5. Working knowledge of WANs, LANs, VPNs, network management, virtualization, routers, switches and firewalls
6. System knowledge of the following technologies: Windows XP/Vista/7/8/10/2003/2008/2012 Server and Desktop environments, MS Exchange, MS SQL, Active Directory, DHCP, TCP/IP, DNS.
7. Excellent technical and analytical skills
8. Ability to effectively work under pressure to troubleshoot and resolve requests in a timely manner
9. Will meet specified metrics regarding number of calls handled, talk times, answer times, etc.
10. Ability to effectively multi-task with tight deadlines independently and within a team environment
11. Ability to define problems, collect and analyze data, establish facts, draw valid conclusions and recommend solutions
12. Special consideration for knowledge in the areas of Scripting (Powershell, VBS, Batch files) and MS SQL

Company Description
Avertech is an IT support company that achieved success where several other prior help desk vendors failed (some big names, too). Our client-centric approach succeeds because of a talented, hard-working team delivering clever solutions.

North Sioux City, SD


Sun, 23 Jul 2017 08:16:35 PDT