Tech Support Analyst

Overall Responsibility

This is a staff position accountable for ensuring customer satisfaction is at the highest level.  Providing the technical expertise, assistance, and project coordination necessary to modify/repair hardware and resolve technical problems to support KRS customer base.

Key Tasks and Responsibilities

• Provide technical support to clients via phone, email and remote tools.
• Diagnose and resolve technical hardware and software issues.
• Advise user on appropriate course of action for problem resolution.
• Administers Help Desk software applications.
• Track and route problems and/or requests, and document their resolutions
• Troubleshooting day-to-day Loyalty operation issues such as hardware/point-of-sale configuration, network connectivity, software upgrades, and stand-alone terminals.
• The ability to work in a team environment and commit to a flexible work schedule to accommodate daytime, evening or overnight shifts.
• Assist in implementing practices that will more effectively utilize MIS resources.
• Other tasks as assigned by management.

 Skills and Attributes

• Skills and experience in troubleshooting – minor to complicated – issues for IT systems and networks.
• Requires strong problem solving, time management, flexibility, and communication skills.
• Position requires the proficient use of standard office systems including Microsoft 365.
• One year of customer service experience.
• Excellent communication skills.
• Ability to work without supervision.
• Meets physical demands of the position including the ability to lift and handle up to 45 pounds of materials, bend, stoop and stretch as required for placement and retrieval of materials or equipment on shelving.
• Meet expectations for attendance and punctuality.

 Education

• Prefer Associates Degree in computer science or equivalent experience.