Job Description
Job Title: Support Analyst
Submit Resume to: Recruiting@spe.org
SUMMARY
The primary duty of the Support Analyst is to provide first line of end user support for software,
hardware and network issues. This includes carefully receiving, documenting, and analyzing
customer issues, using all available resources and capabilities to quickly resolve issues if
possible. Proper escalation if required. Utilize excellent customer service skills. Other duties
may include routine maintenance and office support tasks, and work on various projects.
Must be self-motivated and detail oriented and have effective communication skills,
flexibility, a strong teamwork approach, and the desire to work in a customer focused
environment. This position will cover a wide range of duties including HELPDESK support
and training on base software. These areas will normally overlap with current departmental
staff responsibilities and functions although not mandatory.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be
assigned.
 Act as first line of contact for the staff via telephone, email and Lync.
 Ensure all calls are logged and detailed in Incident Management ticketing system.
 Monitor Service Desk incident queue, providing the appropriate categorization and
responding within SLA.
 Ensure tickets contain clear and concise details of issues and assigned to the
appropriate staff for escalation.
 Undertake first line diagnostics over the phone to determine and resolve PC/peripherals
and hardware/software issues.
 Strive for FCR (First call resolution)
 Provide excellent customer service to callers by answering phones and greeting
customers according to Support Center standard procedures.
 Applies exceptional teamwork practices at all times.
 Strong interpersonal skills in order to work with both technical and nontechnical
personnel at various levels in the organization.
 Train new staff on SPE applications and related procedures
 Provide support and train staff on new software and computer procedures
 Assist in all aspects of the Network hardware and software where deemed necessary.
This includes all software currently running on the Network and any future additional
software support.
 This support is not limited to SPE Richardson.
 Provide excellent customer service to callers by answering phones and greeting
customers according to Support Center standard procedures.
 Understand and comply with security and support policies and procedures.
 Create Knowledge Base Articles
 Competency with managing client and server devices in a Microsoft Windows
domain, utilizing at minimum these tools: MS Active Directory, MS Group Policy,
MS File Services, MS Print Services.
 Perform or assist in user online support and end user group support.
Job Description
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Secondary support to Customer Service staff for all Web applications
Responsible for program or system documentation upon request
Support for MDM Solution
AFTER HOURS SUPPORT
Provide after hours, on-call support for all SPE offices. On-call expectations for all Support
personnel are as follows:
 On-call per published schedule (typically 4 to 5 weeks per year)
 On-call coverage is from 5:00 pm Thursday to 5:00 pm the following Thursday
 Phone must be worn or carried 24x7 during the on-call period
 Must be within 15 minutes of phone service to respond to a call
 Must respond to a page within 15 minutes of receipt
 Must be within 30 minutes of access to an internet enabled computer to research,
locate, and correct the issue (internet enabled loaner laptops are available)
 Must be within one hour commute to the office in the event that the issue requires
attention at the office
 Responsible for seeing the call through to resolution. Escalate call as necessary.
 Responsible for documenting the received page or call within Service Center
 Responsible for communicating the status, progress, and resolution of the issue to
the caller and management
SUPERVISORY RESPONSIBILITIES
None
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill,
and/or ability required. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
 Proficiency in operating PC and Network computers
 Microsoft Office Suite proficiency
 Self Motivated
 Detail Oriented
 Project Oriented
 Good working knowledge of all desktop applications including installation and
upgrades, network, Internet connectivity, multiple O/S.
 High level working knowledge of Windows operating systems
 The ability to support Macintosh computers
 Strong knowledge of PC hardware, and the ability to troubleshoot and replace any
component in a desktop PC
 A working knowledge of email systems and some knowledge of MS Exchange
Server
 Familiarity with network equipment such as hubs, switches, and cabling
 A working knowledge of Active Directory administration
 An understanding of internet connectivity, and remote access to the SPE network

A working knowledge of TCP/IP networking
Job Description
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Good working knowledge of FTP
Good understanding of the administration of network servers
The ability to quickly learn and become proficient with new technologies
Other Qualifications and Competencies that are important to success at SPE include:
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Attention to Detail
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Building Collaborative Relationships
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Customer/Member Relations
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Flexibility and Adaptability
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Fostering Teamwork

Initiative

Planning & Organizing/Time Management

Problem Solving

Results Orientation

Written and Oral Communications
EDUCATION and/or EXPERIENCE
Two years related experience and/or training; or equivalent combination of education and
experience.
LANGUAGE SKILLS
Ability to learn, analyze, and interpret general business periodicals, professional journals,
technical procedures, or governmental regulations. Ability to compose reports, business
correspondence, and online communications. Ability to effectively present information and
respond to questions from groups of managers, clients, and customers.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions,
proportions, percentages, area, circumference, and volume. Ability to apply concepts of
basic algebra. Understanding of statistical concepts and their application in data analysis.
REASONING ABILITY
Ability to define problems, collect data, establish facts, and draw valid conclusions. Able to
analyze complex data sets to gain insight from them, then present findings effectively in
graphical form to allow ease of understanding.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the
essential functions.
While performing the duties of this job, the employee is regularly required to operate, use or
place objects, tools, or controls and effectively communicate. The employee frequently is
required to remain stationary for periods of time. The employee may occasionally be
required to move or reach to high or low spaces. The employee must occasionally lift and/or
move up to 20 pounds. May be required to detect, recognize and observe objects near and
at a distance, as well as perceive color and estimate depth.
Job Description
ORGANIZATIONAL CULTURE
At SPE, we feel it is important to find employees who are a match for our culture. Employees
who reflect these values will find themselves more at ease and better able to thrive within our
environment.
 Accountability & Integrity
 Global Mindset
 Forward Thinking and Open to New Ideas
 Member Orientation
 Open Communications
 Safety Mindset
 Strive for Excellence
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. Reasonable accommodations
may be made to enable individuals with disabilities to perform the essential functions.
The workstation for this position will be in a cubicle and the noise level in the work environment
is usually quiet to moderate.
This job description is subject to change at any time.