Technical Support Analyst

Location: Rome, NY 13441

Employment Type: Full TimeClick here to view full job description

Job Description Summary:

The Member Technolgy Services (MTS) department has an exciting opportunity available! We are seeking a candidate for the Tecnical Support Analyst position who will act as a central point of contact for all staff refarding questions or problems pertaining to the services delivered from the MTS Division.

Some Roles and Responsibilties Include:

  • Act as first point of contact with customers to respond to telephone and electronic requests for support as part of the Support Desk; typical issues include password resets, application functionality questions, basic user training, role based access,  and processing and/or completing access requests.
  • Provide exemplary customer service while ensuring the on-going maintenance and development of positive customer relationships with team members and end-users.
  • Responsible for user account creation, deletion, and modification.
  • Enter, monitor, and update support desk tickets in the Tracking System trouble ticket system to track progress and resolution of customer issues.
  • Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction).
  • Update intranet content as necessary.
  • Install, configure, and support user equipment and peripherals.
  • Contact vendors directly with performance or outage issues.


  • EDUCATION AND CERTIFICATIONS: Bachelor’s Degree preferred.
  • EXPERIENCE: 3-5 years’ experience in a technical user support environment. Strong trouble-shooting, problem solving, teamwork, interpersonal, relationship management, and communication skills.
  • SOFTWARE: Proficiency in Microsoft Suite of Products.
  • OTHER: Must be able to move from problem identification to root cause analysis to change implementation to measurement of results. Must be action-oriented and process improvement biased.