Smiley Technologies, Inc. · 2 days ago
Junior/Trainee IT Support Operations Analyst
Little Rock, AR
Full-time
Onsite
Entry Level
1+ years expSmiley Technologies, Inc. is seeking a Junior/Trainee IT Support Operations Analyst who plays a key role in assisting customers and employees with technical issues. The role focuses on providing first and second level support for workstations and corporate applications, ensuring users receive the necessary tools and guidance for effective performance.
AppsInformation TechnologyIT Infrastructure
Responsibilities
Serve as the initial point of contact for all technical assistance requests from employees and clients, whether via phone, email, or in-person encounters
Execute remote troubleshooting procedures, employing diagnostic techniques and targeted questions to identify issues
Undertake advanced troubleshooting for a range of hardware, including laptops, desktops, and printers, as well as for operating system-related issues across both Windows and Mac platforms
Guide customers through detailed problem-solving processes, ensuring issues are thoroughly resolved and follow up to confirm satisfaction
Install, configure, and troubleshoot all standard peripheral devices to ensure optimal functionality
Escalate unresolved technical issues to higher-level support personnel, ensuring comprehensive documentation of the issue and steps taken
Deliver precise and up-to-date information on IT products or services to assist in decision-making or problem resolution
Document all support interactions, including the nature of the problem, the steps taken to resolve it, and the final outcome, in a clear and accessible manner
Maintain active follow-up on open issues, updating customer status and information as required
Collect and communicate customer feedback and suggestions to the appropriate internal teams to drive continuous improvement
Participate in the creation and maintenance of IT documentation, including help guides, FAQs, and standard operating procedures, to support user self-service and efficiency
Engage in IT security measures, including the implementation of security software and conducting regular system checks to ensure data integrity and protection
Collaborate with IT project teams, contributing technical expertise to ensure the successful implementation and support of new systems and applications
Provide after-hours, on-call support according to a rotating schedule to ensure 24/7 coverage for critical issues
Travel to different company locations or client sites as required for on-site support or project implementation
Adapt to changing priorities and project requirements, demonstrating flexibility in tasks and scheduling to meet the evolving needs of the organization
Participate actively in cross-training initiatives to both share and enhance technical knowledge within the team, ensuring broad coverage of IT skills and support capabilities
Undertake additional duties as assigned, which may include special projects, training new team members, or participating in technology evaluation and selection processes
Qualification
Required
Relevant IT Degree or 1+ years previous experience in IT
Experience using a ticketing system
Ability to update firmware, patches on workstations, and address other security risks
CompTIA A+ certified or equivalent knowledge
Ability to build rapport with customers
Strong troubleshooting and critical thinking skills
Ability to prioritize, manage time effectively and multitask
Positive and professional demeanor
Ability to work with our vendors and help troubleshoot complex problems in the environment
Excellent communication skills, both verbal and written
Collaboration – Works effectively within a team, seeking guidance from senior members while contributing independently
Communication – Ability to communicate technical concepts clearly in both verbal and written form
Problem-Solving – Analytical mindset to approach challenges logically and systematically
Adaptability – Willingness to learn and apply new technologies, processes, and best practices
Attention to Detail – Ensures accuracy and thoroughness in coding, documentation, and testing
Time Management – Ability to prioritize tasks and manage workload effectively under supervision
The candidate must be able to independently execute assigned tasks while adhering to guidance from senior team members and established standards
Successful performance in this role requires attention to detail, problem-solving skills, and the ability to collaborate effectively within a structured development environment
Company
Smiley Technologies, Inc.
Smiley provides a unique, total core banking software and services solution for community banks and financial institutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
E
Elizabeth Glasbrenner
Co-Founder/President/CEO
Company data provided by crunchbase