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Technical Support Analyst II

Little Rock, AR 72223

Posted: 10/16/2020 Industry: Information Technology Management, Other Job Number: 10978

Job Description

Technical Support Analyst


Job Description
  • Serves as a second level of contact for end-user support issues for internal or external end-user support customer issues.
  • Will participate in supporting customers on standard technical issues relating to applications and desktop products, and client services products.
  • Escalates complex issues to higher level staff. Work is assigned and general instructions given for routine work; more detailed instruction is provided for new projects.
  • Breaks down a problem into smaller parts. Makes multiple causal links: Several potential causes or events, several consequences of actions, or multiple-part chains of events (A leads to B leads to C leads to D). Analyzes relationships among several parts of a problem or situation.
  • Analyzes issues, uses judgment to make decisions. Applies knowledge of company policies and standard practices to resolve problems.
  • Understands the customers of the IT organization and demonstrates a clear commitment to their satisfaction.
  • Understands the Impact of Customer Satisfaction. Values the importance of customer satisfaction and understands how one’ s actions impact customer satisfaction. Gauges how quality, reliability and timeliness affect the customers work/issues and their perception of ResCap.
  • Communications demonstrate concern/interest in the customers problems and needs. Written communications are coherent/accurate. Communicates frequently with the customer about the status of activities. Values others' input and expertise.
  • Willing to learn from others. Promotes team cooperation/supports team decisions even if different from own views. Applies new technical approaches to best resolve customer problems.
  • Considers cost of various business actions or alternatives in determining customer solutions.


Mandatory Skills
  • BS degree and 2 + years of technical support experience or equivalent.
  • Competencies:
  1. Knowledge of standard support issues and solutions related to applications and hardware
  2. Ability to communicate with internal/external customers regarding issues resolution.


Location:             Little Rock, AR

Duration:            Initially written through 12/31/2020, expected to extend into 2021



Job Requirements


Meet Your Recruiter

Karen Kersten
Sr. Technical Recruiter

As a 25-year veteran of Technical Recruiting, I have one top priority: keeping you informed. I believe in being transparent and straightforward with you so that every interaction is comfortable and easy – together, we’ll get you the information and opportunities you need. Let’s have a conversation!
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