Description

Summary

The Junior/Trainee IT Operations Support Analyst is a pivotal figure in directly assisting customers and employees, offering guidance, and resolving technical issues to enhance productivity and efficiency. This role provides first and second level support for workstations, corporate applications, and general IT needs. With a focus on delivering world-class customer service, the Junior/Trainee IT Support Specialist is tasked with troubleshooting hardware and software issues, ensuring users have the necessary tools and knowledge to perform their daily tasks effectively.

Responsibilities

This is an on-site position in our Little Rock, AR office.
Serve as a point of contact for technical assistance requests from employees and clients, whether via phone, email, or in-person encounters.
Execute remote troubleshooting procedures, employing diagnostic techniques and targeted questions to identify issues.
Undertake troubleshooting for a range of hardware, including laptops, desktops, and printers, as well as for operating system-related issues across both Windows and Mac platforms.
Guide customers through detailed problem-solving processes, ensuring issues are thoroughly resolved and follow up to confirm satisfaction.
Install, configure, and troubleshoot all standard peripheral devices to ensure optimal functionality.
Escalate unresolved technical issues to higher-level support personnel, ensuring comprehensive documentation of the issue and steps taken.
Deliver precise and up-to-date information on IT products or services to assist in decision-making or problem resolution.
Document all support interactions, including the nature of the problem, the steps taken to resolve it, and the final outcome, in a clear and accessible manner.
Maintain active follow-up on open issues, updating customer status and information as required.
Collect and communicate customer feedback and suggestions to the appropriate internal teams to drive continuous improvement.
Participate in the creation and maintenance of IT documentation, including help guides, FAQs, and standard operating procedures, to support user self-service and efficiency.
Engage in IT security measures, including the implementation of security software and conducting regular system checks to ensure data integrity and protection.
Collaborate with IT project teams, contributing technical expertise to ensure the successful implementation and support of new systems and applications.

Flexibility

Provide after-hours, on-call support according to a rotating schedule to ensure 24/7 coverage for critical issues.
Travel to different company locations or client sites as required for on-site support or project implementation.
Adapt to changing priorities and project requirements, demonstrating flexibility in tasks and scheduling to meet the evolving needs of the organization.
Participate actively in cross-training initiatives to both share and enhance technical knowledge within the team, ensuring broad coverage of IT skills and support capabilities.
Undertake additional duties as assigned, which may include special projects, training new team members, or participating in technology evaluation and selection processes.

Requirements

Requirements

Required Education And Experience

Relevant IT Degree or 1+ years previous experience in IT
Experience using a ticketing system.
Ability to update firmware, patches on workstations, and address other security risks.
CompTIA A+ certified or equivalent knowledge.

Required Knowledge, Skills, And AbilitiesJob Related Skills (Hard Skills)

Ability to build rapport with customers.
Troubleshooting and critical thinking skills.
Ability to prioritize, manage time effectively and multitask.
Positive and professional demeanor.
Ability to work with our vendors and help troubleshoot complex problems in the environment.
Excellent communication skills, both verbal and written.

Professional Abilities (Soft Skills)

Collaboration – Works effectively within a team, seeking guidance from senior members while contributing independently.
Communication – Ability to communicate technical concepts clearly in both verbal and written form.
Problem-Solving – Analytical mindset to approach challenges logically and systematically.
Adaptability – Willingness to learn and apply new technologies, processes, and best practices.
Attention to Detail – Ensures accuracy and thoroughness in coding, documentation, and testing.
Time Management – Ability to prioritize tasks and manage workload effectively under supervision.

Essential Competencies

Successful performance in this role requires attention to detail, problem-solving skills, and the ability to collaborate effectively within a structured development environment.

Smiley Technologies, Inc.

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Junior/Trainee IT Support Operations Analyst