DTS Support Analyst I

• Track all customer service items through to completion.
• Evaluate customer service issues to determine the required level of support.
• Resolve all Tier 1 issues and escalate Tier 2 issues to the appropriate resources.
• Maintain and expand knowledge of client IS applications, hardware, mobile devices, and multiple operating systems.
• Deliver a strong focus on customer service and satisfaction, with working knowledge of incident, problem, and change management processes.
• Serve as the first point of contact for the IS Department and act as a liaison between clients and the IS team.
• Follow Service Desk standards, processes, and systems to ensure consistent, high-quality service delivery.
• Diagnose and resolve issues related to hardware, packaged software, proprietary software, and peripherals via phone, remote tools, or on-site support.
• Maintain strong technical skills to quickly identify problems and provide effective solutions.
• Manage Level 1 queues and recommend new queues to ensure proper categorization and assignment.
• Coordinate service/site queues in collaboration with stakeholders.
• Recommend improvements to enhance service quality and reduce recurring incidents.

Required:

• High school diploma or GED

Preferred:

• Some college education
• Technical school diploma or equivalent

Required:

• None

Preferred:

• ACSP, MCP, MCSA, ITIL Foundation, CCNA
• Lexmark & Lenovo Self Maintainer certifications
• CompTIA A+ certification

• English (speaking, reading, and writing)

Required:

• Minimum 2 years of experience in End-User Device (EUD) support, Service Desk, or equivalent.
• Ability to work effectively both independently and in a team environment.
• Strong customer service mindset with excellent communication, documentation, organizational, and problem-solving skills.
• Ability to analyze, troubleshoot, and resolve issues over the phone or on-site.
• Working knowledge of hardware and software including PCs, printers, terminals, networking, and telecommunications equipment.
• Understanding of Microsoft environments, including security, deployment, imaging, auditing, licensing, compliance, and upgrades.
• Strong organizational skills with the ability to follow processes and suggest improvements.
• Troubleshooting skills to investigate and implement predefined solutions.
• Working knowledge of TCP/IP protocols.
• Basic understanding of Tier 1 support for hardware, applications, and operating systems.
• Accurate call logging and documentation skills.
• Strong customer handling skills with proper escalation practices through to resolution.

Preferred:

• Familiarity with medical terminology
• Experience in medical EUD support or Level 2 Service Desk support

• High school diploma or GED