Technical Support Analyst

Boulder Housing Partners

Job Label:ÂTechnical Support Analyst 2019

POSITION TITLE: Technical Support AnalystÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂ ÂÂÂÂÂÂÂÂÂÂÂ

Pay Grade BHP-5

DEPARTMENT: Administration/Information TechnologyÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂÂ

Position Status: Non-Exempt

OVERALL JOB OBJECTIVE:

Under general supervision, the Technical Support Analyst is responsible for troubleshooting and resolving technical issues on a wide variety of installed software and BHP hardware. The Technical Support Analyst needs to be detail-oriented, organized, and able to manage time effectively in a fast-paced challenging environment.

The ideal candidate will have exceptional communication skills supporting clients using installed and SAS base applications, excellent prioritization skills, and attention to detail.

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DUTIES AND RESPONSIBILITIES:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar.

Resolve technical issues via phone, email, in person, and remote access for customers and internal staff on a wide variety of installed software and SAS systems.

Thoroughly document all case interactions and create documentation including Knowledge Base articles and other supporting material.

Accurately document all customer contacts, resolution steps, and customer feedback.

Promote knowledge transfer to influence positive change and strengthen the team's performance.

Maintain a strong working knowledge of all BHPs technology.

Take ownership of all customer interactions and utilize appropriate, timely follow-through

Continuously increase technical aptitude and customer service skills to improve the quality of the customer experience.

Act as product technical liaison between 3ed party SAS products and BHP employees

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REQUIRED QUALIFICATIONS & EXPERIENCE:

Associates Degree or equivalent 2+ years of relevant IT experience.

Knowledge of networking connectivity, DNS, Office 365, MS Office.

Expert in all Microsoft Operating Systems (Windows 7 and above)

Basic knowledge of server operating systems (Windows 2008 and above)

Working knowledge of desktop applications (Antivirus, Office 2016 and above, Skype, misc. industry-specific applications)

Previous experience with customer service or support role with direct end user contact or support.

Strong verbal and written communication skills.

This position requires solid verbal and written communication skills and the ability to interact with all levels of personnel within the organization.

Ability to actively listen and comprehend complex technical issues to nontechnology team members.

Experience with ticket tracking systems and process workflows.

Competencies

Problem Solving

Interpersonal Skills

Oral Communications

Written Communications

Planning/Organization

Accuracy

Adaptability

Dependability

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CHAIN OF SUPERVISION: Director of IT, Director of Organizational Excellence & Human Resources, CEO

TITLE OF IMMEDIATE SUPERVISOR: Director of IT

TITLE(S) OF POSITIONS OVER WHICH THIS POSITION HAS DIRECT SUPERVISION: None

REQUIREMENTS/KEY COMPETENCIES:

Equivalent combination of education and two years experience in a technical support role.ÂÂ Excellent customer service skills; excellent written and spoken English, experience working directly with customers with a variety of ethnic backgrounds, experience in a fast-paced, multi-task environment, experience handling several customers at once with a willingness and ability to be flexible with a variety of office functions and maintains a positive attitude and reflects the values of excellent customer service, professionalism, and teamwork. Valid drivers license and dependable car is needed.

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WORKING CONDITIONS:

Physical Demands: This position works in an office setting. In the office it is primarily sedentary physical work requiring the ability to lift a maximum of 40 pounds; occasional lifting, carrying, walking, bending over (to file) and standing; frequent hand/eye coordination and finger dexterity to operate personal computer and office equipment; vision for reading, recording and interpreting information; speech communication and hearing to maintain communication with employees and customers.

Work Environment: Works in clean, comfortable environment in an office environment

Equipment Used: ÂFrequently uses standard office equipment including personal computers, calculators, printers, shredder machine, electronic date stamp, fax and copy machine

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Founded in 1966, Boulder Housing Partners (BHP) is known for creative and award-winning approaches. BHPs goal is to make living in Boulder possible and affordable, regardless of income. We are committed to fostering a healthy sense of community in every property we develop. We are an inclusive organization that operates creatively, decisively, and effectively, with strong and consistent values and an understanding that housing is as much about people as it is about place. We build, own and manage 33% of the total inventory of affordable housing in Boulder, making a strong contribution to City Council's goal that 10% of all housing is permanently affordable.

Our commitment to the organizational stewardship of assets involves fostering a caring and supportive work environment for our most valuable assetÂ- our employees. We realize that our mission can only be realized with a team of dedicated and passionate people. BHP provides professional development opportunities as well as a generous benefits package that includes medical, dental, vision, life insurance, paid holidays and personal days, as well as retirement benefits. Our culture promotes work-life balance and opportunities to engage in healthy lifestyle activities.Â

What its like to work with us:

If your goal is to help build diverse and inclusive communities by providing homes, creating community and changing lives, consider joining us at BHP. We know our employees are our most important resource, in addition to rewarding and meaningful work we enjoy:

Medical, dental, vision health plans

Retirement benefits that includes PERA defined benefit plan plus 401k and 457 plans

Paid life insurance

Employee wellness program

Long term disability

11 paid holidays per year plus vacation and sick leave

Excellent work-life programs, such as flexible schedules, training opportunities, and more

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To apply for this position or refer someone you know, please use our online interview system managed by HireMojo.

Apply for this job:

https://app.hiremojo.com/mojo/ce/467538925/Boulder-Housing-Partners/Colorado/Boulder/Technical-Support-Analyst?sourceType=9

Once you have completed the interview, your information will be forwarded to the recruiting team for decisions on next steps.

Related Keywords:ÂTechnical support, customer service, Windows 7, PC Imaging, time management, analytical skills, strong written and verbal communication, customer service,