Technical Support Analyst

Information Technology Jacksonville, Florida


Description

The Technical Support Analyst is responsible for providing day-to-day hands on technical support to employees as well as setup, installation and troubleshooting assistance, and providing training and technical assistance for internal team members. 

Essential Functions & Responsibilities

  • Provide day-to-day hands on technical support to employees

  • Install, configure, and troubleshoot desktop systems and workstations including imaging and installation of necessary software

  • Setup, installation, and configuration of voice and data equipment on the telephony system

  • Diagnose and resolve technical hardware and software issues relating to both PC/Mac platforms, printers/copiers/fax machines, Call Center phone system, etc

  • Must be able to perform troubleshooting on hardware, software and network connectivity issues for individual users and departments

  • Provide training and technical assistance to users on hardware and software applications at the desktop level

  • Responsible for managing IT hardware and software inventory 

  • Analyze and resolve moderately complex to complex issues or escalate as needed

  • Expected to manage multiple requests/projects simultaneously

  • Report problems with procedures and recommend improvements/efficiencies 

  • Understand security and compliance requirements for the company

  • Participate in the testing and implementation of new hardware and software

  • Participate in maintenance to keep systems updated with latest patches

  • This position is primarily focused on desktop support responsibilities for internal team members

Qualifications

  • BA or BS degree preferred but not required

  • Strong in-depth knowledge with telephony phone systems (Avaya, Contractual, Digium, Cisco, etc) 

  • In depth knowledge of Windows and Mac OS systems

  • Microsoft certifications a plus

  • Desktop/laptop hardware experience in both PC and Mac environment 

  • 3-6 years or more of relevant work experience in a desktop support role

  • Superior customer service skills

  • Excellent verbal and written communication skills

  • Strong attention to detail and organizational skills 

  • Ability to multi-task and work in a fast paced environment

  • Must be a team player

  • Must be able to lift 50 pounds 

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

Position Type/Expected Hours of Work

This is a full-time position and hours of work and days are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

 

 EEO Statement

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.