TAC Technical Support Analyst

Responsibilities

  • Represent Appalachia in positive, helpful, professional manner
  • Act as first responder to support tickets/client calls
  • Triage incoming issues and manage time effectively to meet expected SLAs
  • Research and escalate issues as needed
  • Recreate, diagnose, and resolve reported issues
  • Provide clear, concise, and timely verbal and written communication with clients/vendors
  • Advocate for client concerns within Appalachia and to third party vendors
  • Complete between 12 and 16 hours of professional development/training per month

Position Requirements

  • Associate or technical degree, or equivalent relevant work experience
  • Ability to read and understand technical documentation
  • Ability to work individually with direction as a member of the larger support team
  • Working knowledge of one or more desktop operating systems
  • Basic understanding of infrastructure-level services like DHCP, DNS, and SNMP
  • Strong understanding of file systems, and sharing and access permissions
  • Working knowledge of Windows Server, Microsoft Active Directory, and Group Policy

Preferred Qualifications/Nice to Have

  • Familiarity with Microsoft Office365 and/or Microsoft Exchange
  • Familiarity with remote monitoring and management software
  • Basic understanding of networking concepts like NAT, access controls, routing, and VLANs
  • Experience with Linux operating systems
  • Possession of Security+ CE certification
  • Possession of one or more industry standard entry-level certifications

 

Please send your resume with “TAC Technical Support Analyst” in Subject line to HR@appalachiatech.com

Appalachia is a Best Places to work and an Equal Opportunity Employer