Technical Support Analyst

Technical Support Analyst

General Description

The Technical Support Analyst is responsible for providing customer technical service, support and training to staff members in audio and visual technology. This position will analyze, evaluate and diagnose technical problems involving organization-wide A/V services and products; assess the complexity and determine resolutions; report on findings; recommend and document solutions.

The Technical Support Analyst must continually expand their knowledge of software applications and hardware as technology changes. This position is an integral part of the Information Technology Department and as such services the entire staff.

This job description is by no means all-inclusive and may be subject to change during a performance period due to the needs of the Detroit Zoological Society and its leadership. This document will be reviewed on a continual basis and will be modified as needed.

Principal Duties and Responsibilities

• Responsible for diagnosing and/or resolving level one problems related to cameras, audio, projection and radios throughout the Detroit Zoo and Belle Isle Nature Center campuses.
• Effectively uses IT-mandated solutions as part of daily operations, including the IT helpdesk solution and other standard DZS software platforms (Outlook, Teams, etc.)
• Document problems and resolutions for knowledge bases, original equipment manufacturer (OEM) vendors, and service desk tickets.
• Provide hardware and software deployment as it relates to the role and support to the user community.
• Performs IT-related duties as assigned by IT leadership.
• Occasionally perform user account maintenance. Activities include unlocking accounts, password resets and permission modifications to allow for camera access.
• Provide one-on-one and group training for peers and staff members. This would include trainings on new technologies, hardware/software and process changes as it relates to cameras, audio, and studio technology.
• Participate in certification and impromptu training to effectively learn new technologies that are applied within the DZS environment.
• Collaborate with IT team, service partners, and vendors for problem management of complex technical support issues.
• Assist system and network administrators in troubleshooting network connections software issues, integration with various vendors via triage role and documentation of network processes and infrastructure.
• Participate in special projects or events as assigned.
• Small amounts of travel to other DZS sites in the area as needed

Qualifications

Education and Experience

• Minimum of three (3) years' experience configuring, installing, troubleshooting and repairing camera and audio-visual hardware and software.
• High level of customer service experience required.
• Experience with end-user customer support and remote access software and help desk systems.
• A valid State of Michigan Driver's license.
• Certifications as required for administering the various technical operations systems/platforms at the DZS.

Knowledge, Skills, and Abilities

• Ability to use customer-service oriented techniques to determine and resolve problems and respond competently with the appropriate sense of urgency to customer requests.
• Self-motivated and the ability to work with minimum supervision.
• Strong verbal and written communication skills.
• Quick learner, proactive individual with the ability to work in a dynamic, fast-changing environment.
• Must be able to provide after-hours support on a rotational basis with occasional travel required to Belle Isle Nature Center.

Preferred

• Associate degree in computer or certified Microsoft technology
• Working experience with Milestone, Axis, Genetec
• Networking experience supporting Layer 2 & 3 switches

Working Conditions

The work environment is generally comfortable and most work is inside an office environment. The position will require outdoor exposure to seasonal weather conditions for camera installations/repairs, special events, project installations, troubleshooting, openings, etc.

Physical Requirements

This position requires sitting, standing, walking, bending, and stooping for extended periods, the ability to lift and move up to 50 pounds, and the use of standard office equipment and the computer. It also requires the ability to give and receive information audibly through speaking and listening, as well as through email and text.

The individual must be able to satisfactorily perform the essential functions of the job with or without accommodation. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of the role.

Just as we value and celebrate biodiversity, the DZS celebrates the diversity of our human community. We are committed to ensuring that our programs and facilities are fully accessible to create a welcoming and inclusive workplace for all.