Support Analyst

Learn more about the Support Analyst Position with Certa ProPainters, Ltd.

Working as a Support Analyst

The Support Analyst’s primary role is to provide first line technical and training support to the franchise body and corporate staff.

Essential Functions and Responsibilites

  • Act as a point of contact for phone calls and emails regarding IT issues and queries
  • Receiving, logging and managing calls via telephone and email
  • 1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware
  • Troubleshoot basic network issues such as internet connectivity
  • Escalate unresolved calls to the Application Development team or to external support as needed
  • Log all calls, activities, and resolutions in the Service Desk Call Logging system
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Provide excellence in customer service for all support queries and adhere to all service management principles
  • Creating user accounts, reset passwords, assign security rights

Qualifications and Experience Required

  • Two years previous IT Service Desk and/or Call Center experience preferred
  • BS/BA College degree is preferable
  • Located in Audobon/King of Prussia PA area

Knowledge and Skills Required

  • Strong analytical and problem-solving skills required
  • Excellent communication skills and telephone manner
  • Incident Management experience – Managing incidents including business expectations and communication
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 8 and up and Office 365
  • Strong knowledge of Microsoft Dynamics preferred
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Certa ProPainters, Ltd. is an equal opportunity employer.