Technical Support Analyst jobs in Anchorage, AK
Recently Added Technical Support Analyst jobs
Technical Support Agent
- Matanuska Telephone Association, Inc.
-
Wasilla, AK
FULL_TIME
-
We are searching for an experienced Technical Support Agent at our Sun Mountain facility.
Primary Duties and Responsibilities:SUMMARY OF POSITION
Working in a fast paced 24-hour call center environment, the Technical Support Agent serves as the initial point of contact for member issues and inquiries including complex problem resolution for MTA Internet, including DSL, email, totalWiFi and MTA ShieldThis position performs advanced support of network troubleshooting, scheduling, managing network outages, and coordinating multiple departments while supporting a wide platform of corporate and customer owned equipment. Technical Support Agents schedule and support all Field Support Technicians to maximize productivity. They also act as the primary liaison between the customer, Support Center, Dispatch, Field Support Technicians, Engineering, Residential Sales Representatives, and other departments as needed. This position is responsible for assisting customers, providing information, meeting objectives, and handling administrative aspects of each customer contact. This position ensures the timely process through which customer problems are received, controlled, tracked, and resolved. This includes problem recognition, research, isolation, product and services recommendation, resolution/sale, and follow-up.
SPECIFIC TASK DESCRIPTION
- Provide professional, courteous, prompt, and accurate support to customers. Document, communicate, analyze, and troubleshoot reported problems. Determine proper solutions and guide customers through corrective actions. Respond to user questions and inquiries via telephone, email, web, or other communication methods. Monitor, follow up and communicate information to customers as appropriate.
- Provides coaching, training, guidance and mentoring for the new hire agents to develop skills and effectively support our customers.
- Support and review any Wi-Fi issues in customer premises and utilize tools to mitigate any service issues with MTA
- Provide managed support, troubleshooting and service configurations for MTA equipment and external customer owned and maintained devices.
- Simultaneously use a wide range of MTA’s application tools and procedures which are used to analyze and resolve customer and network problems, including remote desktop support.
- Enter, assign, and monitor issues in the on-line Trouble Ticket System while maintaining customer account integrity.
- Maintain a high level of familiarity with constantly evolving MTA’s products and services to allow for analysis, troubleshooting and sales processes.
- Support all Field Support Technicians.
- Refer unresolved service issues to the Business/Field Dispatch Triage team.
- Provide input for updating the Support Center information and knowledge database.
- Identify email issues, resolve suspensions, and coordinate efforts with contracted email company (NeoNova Systems). After trouble resolution, review, research and make recommendations to supervisor for customer credit requests.
- Monitors trends of incoming calls and quickly recognizes, analyzes, and reports any geographical or service specific outages. Provides status updates to appropriate work groups in a timely manner.
- Provide a professional demeanor at all company events.
- Perform other duties as assigned.
POSITION SPECIFICATIONS
EDUCATION:
High School Diploma or GED required
IT Degree preferred
MTA Helpdesk, ITF, A , Net , MCP, MCSE or CCNA Certification preferred
WORK EXPERIENCE:Six months experience in Support Center environment preferred. Achievement of the afore-mentioned specification may not be required if, in the opinion of the MTA hiring manager, a particular candidate possesses significant offsetting characteristics, such as past accomplishments, experience, education, or estimation of future potential.
Required Qualifications:JOB QUALIFICATIONS (Knowledge, Skills, Abilities):
- Must be 18 years or older.
- Minimum six months of Internet and PC experience with advanced knowledge and understanding of networking and personal computing devices. This includes a strong knowledge in the principles and operations of computer systems and related peripheral equipment.
- Ability to type 45 words per minute highly desirable.
- Past System Administration experience strongly desired.
- Strong analytical and problem-solving skills.
- Ability to analyze and troubleshoot customer’s problems via, telephone, chat, email or other venues.
- Ability to maintain knowledge of current industry standards and keep up with new technology.
- Ability to communicate professionally, accurately, and effectively, both verbally, written, as well as on the telephone.
- Ability to understand and respond to user questions in an effective and courteous manner.
- Ability to convey technical procedures and directions in layman’s terms.
- Ability to multi-task in a high stress working environment while remaining fluid to the demands of our customers and internal agents.
- Ability to work and excel in a team environment.
- Advanced knowledge in all currently supported operating systems Android, iOS, Windows, Macintosh, Internet Explorer, Safari, Chrome, various Email clients, and connection programs.
- Advanced knowledge in personal computer operations, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office, Word, Excel, Access, PowerPoint, etc.).
- Advanced knowledge of Internet threats such as worms, virus’s, hacks, Trojans, hijackers that could affect our customer’s ability to utilize our product effectively.
- Strong understanding of how DNS, POP3, IMAP and SMTP function along with other various networking protocols and ports.
- Advanced knowledge of network LAN, WAN and Wi-Fi based technologies.
- Understanding of, sensitivity to and respect for the diverse economic, cultural and ethnic backgrounds of the company’s customer base.
- Must be able to pass Abilities assessment within 90 days of hire.
- Must obtain MTA and ITF Certification within 90 days of hire.
- Must obtain Comp TIA A Certification within 1 year of hire.
*full (PDF) job description available upon request*
Employment Type: Full - TimeCompensation Type: Hourly Wage
- 15 Days Ago
Technical Support Representative
- Intellipro Group Inc
-
Anchorage, AK
CONTRACTOR,FULL_TIME
- Job Title: Technical Support/Client SupportPosition Type: 3 Month ContractLocation: Anchorage, AK 99515Salary Range: $24-$30/hour (USD)Job ID#: 12345 Job Summary: Identify, manage, escalate, and resol...
- 18 Days Ago
Technical Support Agent
- Matanuska Telecom Association Inc.
-
Wasilla, AK
FULL_TIME
- Technical Support AgentWe are searching for an experienced Technical Support Agent at our Sun Mountain facility. Primary Duties and Responsibilities: SUMMARY OF POSITION Working in a fast paced 24-hou...
- 1 Month Ago
MAXIMO SUPPORT ANALYST (MULTIPLE)
- Chugach Government Solutions
-
Anchorage, AK
FULL_TIME
- Job Description About UsWhen you work at Chugach Government Solutions (CGS), you join a proud legacy of supporting missions while sustaining culture. The federal division of Chugach Alaska Corporation...
- 1 Month Ago
Technical Support/ Data Processing Manager 1
- State of Alaska
-
Anchorage, AK
FULL_TIME
- This position is open to Alaskan Residents only. Please check our residency definition to determine if you qualify. WHAT YOU WILL BE DOING: The Division of Statewide Services provides technical and sp...
- Just Posted
IT - AV Support
- AV Support - ACT1 Federal
-
Anchorage, AK
OTHER
- Ready to take ACTION in your career? ACT1 Federal is seeking an Information Technology (IT)-Audio Visual (AV) specialist to support the Ted Stevens Center (TSC) for Arctic Security Studies, the newest...
- 12 Days Ago
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0 Technical Support Analyst jobs found in Anchorage, AK area
Geospatial Analyst
- The Tatitlek Corporation
-
Anchorage, AK
- Geospatial AnalystJob LocationsUSID2023-1667CategoryAdministrative/ClericalPosition TypeRegular Full-TimeOverviewJob spe...
- 4/24/2024 12:00:00 AM
Network Engineer
- A3 Technology Inc.
-
Anchorage, AK
- Job Description Job Description Salary:A3 Technology, Inc. is seeking a Network Engineer to join our Infrastructure Supp...
- 4/24/2024 12:00:00 AM
DevOps Engineer III
- GCI
-
Anchorage, AK
- Job Description GCI's DevOps Engineer III is responsible for the Development Operations (DevOps) function of the organiz...
- 4/22/2024 12:00:00 AM
WEB SYSTEM ANALYST
- Municipality of Anchorage, AK
-
Anchorage, AK
- Salary : $78,000.00 - $99,486.40 Annually Location : Anchorage, AK Job Type: Regular / Full Time Job Number: 2023-09437 ...
- 4/21/2024 12:00:00 AM
IRS Internal Recent Graduate Program Information Technology Specialist 9 Month Roster
- Internal Revenue Service
-
Anchorage, AK
- Summary Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT ...
- 4/21/2024 12:00:00 AM
Pathways Recent Graduate Program Information Technology Spc (Customer Support) 9 Month Roster
- Internal Revenue Service
-
Anchorage, AK
- Summary Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT ...
- 4/21/2024 12:00:00 AM
Pathways Recent Graduate Program Information Technology Specialist (INFOSEC) 9 Month Roster
- Internal Revenue Service
-
Anchorage, AK
- Summary Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT ...
- 4/21/2024 12:00:00 AM
Pathways Recent Graduate Program IT Specialist (Computer Systems Analyst) 9 Month Roster
- Internal Revenue Service
-
Anchorage, AK
- Summary Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT ...
- 4/21/2024 12:00:00 AM
About Anchorage, Alaska
Anchorage (officially called the Municipality of Anchorage; Dena'ina: Dgheyaytnu) is a unified home rule municipality in the U.S. state of Alaska. With an estimated 298,192 residents in 2016, it is Alaska's most populous city and contains more than 40 percent of the state's total population; among the 50 states, only New York has a higher percentage of residents who live in its most populous city. All together, the Anchorage metropolitan area, which combines Anchorage with the neighboring Matanuska-Susitna Borough, had a population of 401,635 in 2016, which accounts for more than half of the s...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Technical Support Analyst jobs
$39,738 to $50,566
Anchorage, Alaska area prices
were up 2.8% from a year ago
were up 2.8% from a year ago
What does a Technical Support Analyst do?
Technical Support Analyst in Akron, OH
Participate in the analysis and design function for new and existing systems to ensure adherence to technical standards, data standards and integration with other applications.
May 19, 2023
Technical Support Analyst in Atlanta, GA
Collect statistics on calls, problems and resolutions.
May 17, 2023
Technical Support Analyst in Bloomington, MN
Develops and deploys automation scripts utilizing Microsoft's technical scripting tool to enable customer ease of use for desktop technologies and automated solution delivery through the software distribution infrastructure.
April 01, 2023