• Solution Center Analyst I

    Location US-Mechanicsburg, PA (NASCO office)
    # Positions
    1
    Category
    Customer Service/Support - All Openings
    Travel Requirements
    0-20%
  • Overview

    Under general supervision and guidance of Solution Center Analyst II, the Solution Center Analyst I role provides Level I support to users of the NASCO systems and is the first line of contact for any customer who needs support.  The Solution Center  Analyst I answers calls and emails to handle issues across a small selected number of system areas on the NASCO processing system, support personal computer hardware /software, and collect detailed information which will be passed to Solution Center  Analyst II’s and/or escalated to level II (PAC’s, Deskside Support, Application Support) and III (TechOps/NDT) teams through tickets in the call tracking system.  They will track the issues for and communicate updates or resolutions to customers. The Solution Center Analyst I will be able to provide standard levels of technical support across one or a number of operational areas for NASCO and communicate to NASCO Customer Service Center Management Team regarding status of calls and problem resolution.

    Responsibilities

    • Provides 1st line technical support for several assigned areas of NASCO Operations; answering support queries via phone, email and “walk-ups”
    • Demonstrates readiness by logging into the phone system when your shift time begins and continue to stay logged onto the system unless coverage is supplied by another Solutions Center Analyst.
    • Responds to user problems and retains ownership of user problems and is proactive when dealing with user issues by working with more experienced peers for team lead.
    • Inputs all calls on the call tracking system by close of business in order to officially register the issue so it can be worked through the appropriate processes and procedures.
    • Responds to inquiries from clients and helps them by resolving any issues related to the NASCO Processing System, hardware or software related problems or any other request where assistance is needed.
    •  Assists in maintaining a log of any application, software or hardware problems detected which could denote an outage and show a sense of urgency by escalating through the proper documented channels for immediate support.
    • Escalates more complex support calls  through Help Desk Analyst II and then on to level II (PAC’s, Deskside Support, Application Support) and III (NDT) support.
    • Reports any important information (any Severity I and Severity II issues) to Management Team

    Qualifications

    Required Knowledge/Skills/Abilities: 

    • Excellent oral and written communication skills
    • Must be a motivated, self-starter, with high initiative and sense of urgency, and have a high attention to detail.
    • Proven ability to manage multiple tasks, work well in a stressful environment, interact in a team environment and foster positive attitudes.

    Preferred Knowledge/Skills/Abilities:

     

    • High proficiency using and troubleshooting Microsoft Excel and Microsoft Word.
    • Demonstrated ability as a problem solver with the ability to present alternative approaches consisten with customer needs.
    • Strong analytical and organizational skills.
    • Excellent interpersonal and relationships building skills.
    • Ability to communicate with all levels of custoemrs in the NASCO organization.

     Experience:

    • 0 to 3 years of related experience
    • Previous Helpdesk (telephone support) experience with an excellent telephone manner.
    • Experience using a call tracking software.

    Education:

    • Associate / technical degree or equivalent
    • HDI Certification, preferred.

     

     

    NASCO is a Minority/Female/Disability/Vet/Affirmative Action Employer.

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