IT Support Analyst / Tech Support

Job Title: IT Assist Analyst / Tech Assist

Location: Hybrid (occasional journey to Central Florida)

Division: IT

Stories To: Chief Expertise Officer

What You Will Do in This Function:

We’re looking for a full time detail-oriented IT Assist Analyst to affix our crew and function the first bridge between our customers and growth crew. This position combines technical troubleshooting with mission coordination to make sure clean operation of our internet and cellular functions.

Key Tasks:

Technical Assist & Downside Decision

Monitor and reply to technical assist requests through electronic mail and cellphone
Diagnose and resolve user-reported points via testing and analysis
Preserve documentation of decision processes and customary options
Monitor suggestions channels together with electronic mail, group platforms, and Slack
Conduct thorough testing on numerous gadgets to copy and resolve points

Growth Staff Liaison

Talk user-reported points and enhancement requests to builders
Check bug fixes and new options pre-deployment
Present detailed suggestions on applied options
Coordinate with growth crew on mission timelines and deliverables
Approve fixes and new options after thorough testing

Challenge Administration

Collect and doc necessities for internet and app initiatives
Work with stakeholders to outline mission scope and aims
Guarantee thorough understanding of mission necessities for efficient supply and testing
Monitor mission progress and coordinate between customers and growth crew
Accumulate and analyze person suggestions on new options and enhancements

Required {Qualifications}:

Expertise in technical assist or comparable customer-facing IT position

Sturdy problem-solving and analytical abilities

Wonderful written and verbal communication talents

Familiarity with internet and cellular functions

Capacity to translate technical ideas for non-technical customers

Sturdy mission coordination expertise

Desired Expertise:

Expertise with bug monitoring and mission administration instruments
Information of software program growth lifecycle
Background in necessities gathering and documentation
Understanding of person expertise rules
Proficiency in testing methodologies and finest practices

What Success Appears to be like like: 

Day 1-30

Full complete coaching on all inner programs, apps, and instruments
Acquire entry to all obligatory platforms (electronic mail, Slack, bug monitoring system, and so forth.)
Study customary working procedures for ticket dealing with and escalation
Shadow skilled crew members on assist calls and ticket decision
Grasp the suggestions monitoring course of throughout all channels (electronic mail, group, Slack)
Study documentation necessities for various kinds of points
Perceive the bug reporting workflow and communication channels with dev crew
Start dealing with fundamental assist tickets independently with supervision
Reply to 80% of assist tickets inside established timeframes
Efficiently resolve 70% of fundamental technical points with out escalation
Create correctly formatted bug experiences for growth crew
Set up baseline understanding of widespread person points and options

Day 31-60

Deal with full quantity of assist tickets independently
Start figuring out patterns in person points and suggesting proactive options
Start collaborating in testing new options and bug fixes
Begin offering structured suggestions to growth crew
Study mission coordination processes and instruments
Preserve 90% response fee inside SLA
Enhance decision fee to 85% for fundamental and intermediate points
Efficiently coordinate testing of at the least 2-3 bug fixes
Create first draft of mission necessities doc
Obtain constructive suggestions from customers on assist interactions

What We Are Providing You:

Aggressive wage and alternative for development
401k matching at 100% for the primary 3% 
Lengthy Time period Incapacity
Brief Time period Incapacity
Life Insurance coverage
Imaginative and prescient Insurance coverage
Dental Insurance coverage
A enjoyable, family-first crew

Place Kind:

Full-Time Wage Worker 

Wage Vary:

Aggressive and based mostly on expertise

ABOUT Salt Sturdy:

As the biggest saltwater fishing membership in America with a burning want to assist our Members save money and time. We provide a fast-paced, rising, family-focused, tech-forward atmosphere the place possession, accountability, and keenness for profitable as a crew are important. As a crew, we’re consistently pushing ourselves to enhance, to create new improvements, and we consider nice concepts come from numerous totally different locations and crew members.

Our Core Beliefs:

Fail Ahead
Household First
Create WOW

HOW TO APPLY:

When you assume you may be a match for this job, please do the next steps:

Electronic mail your resume with the topic line “IT Assist Analyst / Tech Assist” to [email protected].

Observe: All inquiries, emails, and resumes will stay 100% CONFIDENTIAL.

We are going to contact you after we’ve got per week or two to evaluate all resumes.