**Incumbent must work three days each week in the Omaha, NE office**

We are seeking a Technical Support Analyst who will provide technical support to employees and customers on technology incidents, service requests and end user equipment setups. Perform technical work in the configuration, testing and installation of new and existing hardware and software.  Lead and/or assist with coordination, communication and training efforts to ensure successful implementation of new (or upgrades to existing) software systems, hardware, and mobile devices.  Assist in review and ongoing improvements to team work flows and service desk processes.

Essential Duties & Responsibilities

• Use automated call distribution phone system and software interface to respond to customers’ and employees’ technology-related issues and service requests verbally, in-person, or electronically.
  • Facilitate resolution of incidents by isolating variables, and troubleshooting within assigned permissions, accessible knowledgebase and subject matter expertise. Escalate when needed to appropriate internal resources or external service providers.
  • Document service requests and incidents in service desk application, using that information to create knowledge base articles as appropriate for peers and end users. Conduct follow up activities with callers as appropriate to ensure customer satisfaction.
  • Responsible for timely response, resolution facilitation, and logging of incidents reported after normal business hours. Incidents are received from end users via cell phone. On-call rotations are shared amongst all Technical Support Analysts and are rotated on a weekly basis.
• Gather and provision hardware for onboarding, and cross boarding of employees, along with performing hardware upgrades that align to upgrade cycles. Test, clean, and refurbish returned equipment. Keep updated asset records for all in-stock and assigned hardware.
• Assist in the ongoing analysis and improvement of service desk processes to ensure operational efficiencies and consistent, quality customer experiences.
• Train end users primarily in formal group settings on mobile hardware (laptops, smartphones). This includes writing and updating user reference tools.
• Assist in technical research, planning, and implementation of new software and hardware (laptops, tablets, smartphones, MFD’s). This includes business need and technical analysis, requisition demos from vendors, vendor and product deliberation, proof of concept, developing user reference and training materials (e.g. videos, quick reference guides) and other technical documentation.