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The Emily Program, P.C. Technical Support Analyst II in Seattle, Washington

Description Position Summary: The Technical Support Analyst II role acts as the primary on-site support for all regional locations, and the secondary point of contact for all incoming IT Support issues, providing additional troubleshooting to escalated incidents from Technical Support Analyst I (Tier 1). The Technical Support Analyst II is also responsible for conducting routine IT Support processes from beginning to end. Measurements for success include meeting service-level-agreements (SLA) % rates for resolving or re-routing incidents, meeting guidelines of the Core Responsibilities matrix, and positive staff feedback. Duties and Responsibilities: Provide on-site, in-person support to all regional locations Setup, configure, and install hardware and software as necessary on-site, when remote assistance is not a viable option Support IT team with routine set-up of workstations, including office moves Occasional point-person working with vendors for on-site troubleshooting or installations as needed Provide advanced troubleshooting for escalated incidents from Tier 1, working with end-users across the organization remotely and in person. As secondary point-of-contact for IT Support team, respond to all telephone and email requests for technical support, in a timely manner. Track and monitor incidents to ensure timely resolution, accurately document relevant information, and keep end users informed via email or telephone of the status of their requests. Serve as application specialist for various end user software Escalate more complicated technical support issues to appropriate IT Staff. Provide 24/7 coverage for all IT Services during on-call shift. Oversee routine IT Support processes, from user creation to workstation deployment, attention to detail and follow-through. Mentors and helps train Technical Support Analyst I roles. Develops and updates training materials and technical documentation as related to the needs of the business. Helps plan and lead Service Desk related projects. Communicate IT inventory needs to IT Supervisor for ordering. Performs all other duties as assigned. General Skills and Requirements: Customer service focus; positive attitude, warm and caring demeanor. Excellent verbal and written communication skills that allow successful interaction with all levels of the organization. Demonstrated experience explaining complex information in a simplified manner via telephone, email, and in-person Intermediate level proficiency with all MS Office programs with ability to learn new programs and software as needed. CompTIA A+ Certification preferred (or plans to obtain such within 1 year of hire date). Qualifications: Associate\'s (AA) degree in computer science or related area of study preferred. 3+ years of experience in a customer service or support role is required; experience in a level 1 technical support role required. Competencies: Strong attention to detail and commitment to quality. Solid interpersonal skills with the demonstrated ability to develop and maintain productive relationships. Demonstrate initiative and exercise good judgement (e.g., in starting tasks, asking questions, identifying and discussing problems, ability to structure own work, stay on task). Ability to prioritize and adapt to changing priorities. Shows passion for our business, clients, and values. Workplace Environment: 60% sitting, 40% standing/moving Must have valid driver\'s license and be willing to travel across metro area on as-needed basis. Mileage reimbursement will apply. Adheres to dress code standards; appearance is professional, neat, and clean Must be able to lift up to 50 lbs Benefit Offerings: Medical - Blue Cross Blue Shield. Health benefits begin on the 1st of the month after start date Employees must work an a