Job Summary

The Client Analyst exhibits high technical knowledge that can apply to the clients technical issues and problems. The Client Analyst will work independently to answer service desk calls, urgently analyze technical issue(s), troubleshoot over the phone and via remote log-in, and escalate problems when appropriate. You will multi-task to support a variety of network and end-user environments with executives, business owners, managers, and end users. You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing they are looking for solutions, not technical explanations. The Client Analyst exhibits an entry to a mid-level degree of technical knowledge applicable to the clients technical issues and problems. This position is one of the preliminary levels of support for client desktops, printers, and infrastructure. The Client Analyst will assist other technical staff members in resolving issues. We expect the Client Analyst to maintain the company's positive reputation with existing clients through exceptional service delivery. You will also perform service and preventative maintenance activities on products and assists in installations and deliveries.

Duties and Responsibilities

Administrative

• Develop and maintain client relationships that enhance the company's positive reputation through exceptional client service
• Maintain a professional and clean appearance
• Maintain your timesheet, expenses, and calendar as close to real-time as possible

Technical

• Manage, maintain, troubleshoot, and support client laptops and desktops
• Work with other internal and external resources and vendors to deliver effective support services
• Identify, document, and troubleshoot user's computing issues to resolution while maintaining client satisfaction
• Utilize PSA, RMM, and other service-specific tools and technologies to deliver onsite and remote user support services
• Update service order information with accurate documentation of all activities conducted

Professional Development

• Participate in ongoing training and attainment of various manufacturer and software certifications
• Develop personal skills to work efficiently individually and as a member of the Service Department
• Participate in company-sponsored job-related activities

Time Allocation

• Utilization 70 %
• Personal technical education 5 %
• Administrative/Clerical 20 %
• Other duties as assigned by the company 5 %

Total: 100 %

Measurements of Accountability (Expectations)

• Utilization percentage (70% or better)
• Reliability and punctuality (No complaints from Clients or internal staff members)
• Client satisfaction (No complaints and positive feedback)
• Able to complete job assignments efficiently and independently (Stay within client budgeted hours)
• Training (One class or certification conducted annually)

Personal Attributes

• Solid relationship management and performance management skills
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good written, oral, and interpersonal communication skills
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Ability to conduct research into a variety of issues and products as required
• Ability to present ideas in business-friendly and user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Team-oriented and skilled in working within a collaborative environment

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Business Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethics; uphold organizational values.
• Communications - Express thoughts clearly in written form; articulate verbal ideas understandably; demonstrate active listening skills; comprehend information heard; use appropriate communication methods; keep others informed.
• Conflict Resolution - Remain calm under pressure; encourage respectful dialogue; confront difficult situations without bias; act within a realistic timeframe for resolution; resolve conflicts through fair negotiation.
• Consistency - Follow through as promised; confirm people know each other's expectations; arrive to and complete meetings on time; meet with direct reports in-person or by phone regularly; limit change of direction without necessity.
• Do More with Less - Save money without lowering the quality of service; perform within the approved budget; conserve the company's and client's resources; develop profitable new revenue streams; identify new ways to lower costs; identify efficiencies.
• Managing Multiple Priorities - Manage multiple commitments and projects; plan and utilize time efficiently; respond to changing client needs; resolve conflicts to deliver on schedule; complete work according to client priorities.
• Problem-Solving - Identify problems promptly; gather and analyze information skillfully; develop alternative solutions; resolve issues in early stages; work well in group problem-solving situations.
• Teamwork - Contribute to a positive team effort; balance team and individual responsibilities; listen attentively and openly to others' views; give and sincerely accept feedback; help the team stay focused on critical objectives; resolve team conflict before it escalates; place the team's success above own interests.
• Troubleshooting - Anticipate problems; demonstrate critical thinking skills; communicate with clients as promised; use diagnostic tools efficiently and effectively; identify, test, and implement logical solutions; follow the company's troubleshooting procedures.
• Knowledge Advancement & Learning - Attend required training sessions regularly; strive to learn new products and technologies on their own time; identify and help/teach other technicians when needed; accept and implement new technology concepts and methods according to company standards and approval processes; question and resolve inconsistencies in work according to company standard operating procedures; achieve training as required.

Skills and Qualifications

It is impossible to list all the skills and qualifications an individual will need to perform efficiently in this position. However, we have listed general skills and capabilities that individuals should have or strive to achieve to qualify for this position.

• Education

• Associates degree in Computer Science, Information Technology, Business Technology, related field of study, or equivalent work experience

Proficiency in Microsoft Windows Operating Systems

Proficiency in desktop software such as Microsoft Office Suites

Proficiency in desktop and laptop hardware components

Entry Level knowledge and understanding of Microsoft Windows Server Operating Systems

Entry Level knowledge of Exchange, SQL, and other Microsoft core network systems

Entry Level knowledge of networking and internet connection issues

Entry Level knowledge of security software such as filtering firewalls, Anti-virus, Anti-SPAM, Anti-Spyware, and other security-related technologies

o Entry Level knowledge of backup systems

• Licenses & Registrations

o Valid drivers license

o Proof of automobile insurance required

o Reliable and suitable transportation is necessary to perform job duties, such as a car, SUV, pickup, or minivan

• Other Skills & Abilities

o Able to work independently and as part of a team

o Must be prepared to travel as required

o Exceptional written and oral communication skills required

o Self-Motivated

o Should enjoy learning new things

• Experience

• Minimum two years experience working as a systems technician, systems engineer, or related position

Work Conditions

• Minimum 40-hour work week with regular business hours of 8:00 am to 5:30 pm

• Travel will be required

• Sitting for extended periods

• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer accessories

• Lifting and transporting moderately heavy objects, such as computers and peripherals

Physical Demands

While performing the duties of this job, an individual is regularly required to talk and hear. The person must occasionally lift and move up to 50 pounds. The individual is frequently required to stand, walk, sit, and use hands and fingers to handle, feel, and reach with hands and arms. The person must have good close and distance vision and be able to distinguish color and focus quickly. The person may be required to climb up and down tall ladders and several stairs and use elevators. We will make reasonable accommodations to enable individuals with disabilities to perform the essential functions of this job.

Intent and Functions of roles and responsibilities

Roles and Responsibilities assist our company in making sure our hiring process is fairly administered and qualified employees are selected. Roles and Responsibilities are essential to our performance appraisal system and related promotion, transfer, layoff, and termination decisions. Well-written and maintained Roles and Responsibilities are also integral to our compensation system.

We review all Roles and Responsibilities annually to ensure we include only essential functions and primary duties. Requirements, skills, and abilities are determined to be the minimal standards necessary to successfully perform the job, whereas we exclude peripheral activities that are only incidentally related to the job. In no instance should the requirement, skills, and abilities be interpreted as all-inclusive.

Supervisors may assign additional appropriate activities and requirements. We may modify conditions to accommodate disabled individuals following the Americans with Disabilities Act reasonably. At no time will accommodations be purposefully made, which may pose serious health or safety risks to the employee or others or impose undue hardships on our company.

Roles and Responsibilities are not intended as and do not create employment contracts. Our company is an at-will employer and follows laws in the state of residence.