JobRialto | Technical Support 3 | detroit, mi

Job Summary: The Technical Support 3 position functions as an analyst responsible for diagnosing, implementing, administering, and supporting computer hardware, software, and network products within an IT environment. Acting as a technical expert, this role involves remote or on-site problem diagnosis and resolution using specialized diagnostic tools. The analyst will also lead teams in developing processes, procedures, and technical specifications while managing and implementing hardware, software, and network components. Key Responsibilities: • Diagnose and resolve computer hardware and software issues via remote or on-site access. • Communicate effectively with users, staff, and managers to provide clear solutions and updates. • Maintain knowledge of systems, computer equipment, and end-user software to support technical needs. • Analyze operational issues, evaluate alternative solutions, and take corrective action as necessary. • Record and report progress and status on issues, maintaining documentation for future reference. • Provide guidance and support to other staff members and end-users. • Manage projects related to server support, telecommunications, and database systems. • Enforce IT security standards to protect agency resources and data. Required Qualifications: • 3+ years of experience in IT support. • 3+ years of customer service experience. • 3+ years of experience with telephone-based customer support. • Strong knowledge of computer hardware, software, and network troubleshooting. • Experience with project management, server, telecommunications, and database support. • Ability to enforce security standards and protocols. Preferred Qualifications: • Experience in a leadership or team-coordination role within IT. • Familiarity with specialized diagnostic tools with elevated privileges. • Strong documentation and reporting skills. • Effective verbal and written communication skills. Primary Skills: • IT Support (3+ years) • Customer Service (3+ years) • Telephone Customer Experience (3+ years) • Problem Diagnosis and Troubleshooting • Project Management Education: Bachelors Degree

Created: 2024-12-10