The Technical Support Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
Strategy & Planning
Acquisition & Deployment
Ensures that business units understand, incorporate and follow NYRA’s Shared Values and the following Supporting Behaviors: