Job description
Support Analyst
Harris School Solutions - Remote
Harris School Solutions - Remote
The Support Analyst provides application support to customers involving answering complex questions, contributing to a knowledge base, and serving as a support liaison between the company and the customer.
What your impact will be:
What your impact will be:
- Handles the escalated support calls or tickets; may work directly with customers to provide services and help resolve computing problems.
- Manages bug fixes and software enhancements.
- Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
- Recognizes issue with code, but escalates to development.
- Provides technical leadership and training for lower level support specialists.
- Receives requests for computer technical assistance and problem resolution from company employees.
- Collects detailed information to categorize request in order to determine method of resolution, and create processes and guides.
- Exercises sound professional judgment in analysis of problem in order to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem.
- Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation including internal training and mentoring.
- Other duties as assigned.
AAP/EEO Statement
Harris Computer is an EEO/AA/Disability/Vets Employer.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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