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Loretto · 1 month ago

Analyst, Client Support

Full-time

Onsite

Senior Level, Lead/Staff

$59K/yr - $68K/yr

8+ years exp

Loretto is a company dedicated to providing quality support and services, and they are seeking an Analyst, Client Support. The role involves providing first-level support for online services and troubleshooting hardware and software issues to ensure optimal client satisfaction.

Health CareHospitalHospitality

Diversity & Inclusion

Responsibilities

Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommends and implements corrective solutions, including off-site repair for remote users as needed

Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software in order to deliver required desktop service levels

Assesses the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, hard drives, RAM, memory chips, DVD/CD drives, and so on

Collaborates with Network Manager and Server Administrator to ensure efficient operation of the desktop computing environment

Where required, administers and resolves issues with associated end-user workstation software products and applications

Receives and responds to incoming calls, e-mails, and/or work order production system regarding desktop problems

Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations and help calls

Maintains an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment

Accurately documents instances of desktop equipment or component failure, repair, installation, and removal and analyze data to determine trends and corrective actions

Recommends long-term strategies and capacity planning for meeting future desktop hardware needs

Manages or oversees the purchase of PCs, desktop hardware and related products

Assists with the deployment and maintenance of phone equipment as needed

Qualification

Desktop hardware troubleshootingTCP/IP-based LANWANWindows operating systemsA+Network+MCP CertificationMicrosoft Office applicationsVisual Basic programmingCustomer service orientationInterpersonal skillsWritten communication skillsOral communication skills

Required

8 years or more relevant work experience in corporate environment, experience in other organizations also preferred but not required

A+, Network+, or MCP Certification or other valid certification

Demonstrated, expert technical knowledge of desktop hardware and software, including Windows 2000, Windows XP, and Microsoft Office applications

Demonstrated, expert technical knowledge of TCP/IP-based LAN and WAN networks

Demonstrated, excellent technical knowledge of PC internal components

Significant hands-on hardware troubleshooting experience

Knowledge of, and experience using programming languages such as Visual Basic and other .Net languages and web programming and reporting tools such as Crystal Reports

Ability to operate tools, components, and peripheral accessories

Ability to read and understand or even update technical manuals, procedural documentation, and OEM guides

Ability to conduct research into PC issues and products as required

Effective interpersonal skills and relationship-building skills

Strong written and oral communication skills

Ability to present ideas in user-friendly language

Strong customer-service orientation

Valid NY State driver's license and a reliable vehicle

Sitting for extended periods of time

Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components

Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals