Job Summary

Sr. Technical Support Analyst

  • Location:
    Whitsett, North Carolina
  • Salary:
    50000 $ - 60000 $ / Year
  • Job reference:
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Direct Hire

Job title: Sr. Technical Support Analyst
The Sr. Technical Support Analyst – End User Services is responsible for providing technical support for help desk tickets, incidents, and problems related with hardware, printer, scanner, phones, software, applications, new installations, upgrades and general assistance as reported or requested by end users.  
Must have a customer service focus and be comfortable working in a high-pressure environment.
The incumbent accurately defines and categorizes tickets, incidents, and problems in existing help desk systems and provides deep analytical information as per ITIL methodology.
Assists and helps the end user services team to improve and implement incident management, problem management, change management processes, and procedures.  

Maintains an honest and transparent dialogue to develop mutual understanding, trust and deeper relationships with end users and team.
Essential Functions
Analyzes, maintains, troubleshoots, and repairs computer hardware, software, systems, networks, printers and scanners. Receive calls, email and portal requests for incidents, problems, service request and changes, entering them into the ticketing system, assigning priority, resolving or escalating to a higher-level resource.
Maintain, administer and update phone system, software update, license patches, mobile phone setup and configuration.
The End User Analyst (EUA) will interface with users at all levels of the company and must be comfortable supporting senior management as needed.
Must remain current on industry trends and participate in training sessions in addition to performing independent research as needed.
Must able to provide, update detailed documentation on a regular basis related with problem management, asset management, mobile device management and change management.
The EUA must be able to maintain positive and professional voice during communication with users in a hectic and busy environment.
Provide proper time line, next steps and resolutions to end users for their technical incident tickets and issues.
Meeting minimum service level agreements is essential to the success of the individual and the team as a whole.
Identify opportunities and recommend technology solutions that are mutually beneficial to users and EUS.
Tracking and monitoring end user tickets to insure timely resolution, follow up, provide update and communicate frequently.
Assist, manage and maintain key fob security system for all the sites.
Provide accurate and timely audit trail of all incidents and requests through our ticketing tool so that trends and patterns can be identified.
Research and resolve incidents within the scope of the role and within prescribed timelines.
Recommend and assist with implementing processes and service improvements.
Require on-call availability and may require working during non-business hours as well as on weekends.
Should be flexible with work timing and should be available on call when required.
Reports to the IT Director of End User Services.
Education and Experience:
Recommended degree in computer science and/or IT discipline.
Minimum of seven (7) years of information technology experience with at least 5 years of hands-on technical experience.
Experienced project management and organizational skills.
Excellent communication and listening skills.
Strong analytical and problem solving skills.
Good knowledge of Active Directory and VMware.
ITIL and Microsoft certifications are a plus.
To learn more about this exciting full time opportunity apply today or call 315-233-4067.  Local candidates only.  No third party vendors.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal employment opportunity information:
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