Technical Support Analyst - (Springfield, OR)

ESSENTIAL DUTIES AND RESPONSIBILITIES: • Provides high quality technical support to Roseburg's end-users at both local and remote locations by performing question/problem diagnosis and guiding users through step-by-step solutions; • Clearly communicates technical solutions in a user-friendly and professional manner; • Supports hardware such as computers, tablets, printers, scanners and various cell phones; • Installs and supports Roseburg's business software; • Provides telecom support such as voicemail, display changes, phone changes and button changes; • Logs and fully documents all issues and follow-up info within HelpSTAR issue tracking software; • Prioritizes support calls accurately to provide high quality and efficient service; • Monitors helpdesk queues to ensure issues are handled accordingly within established service level agreements; • Demonstrates a consistent sense of urgency and follows up on open issues to insure resolution; • Follows established processes and procedures;