From: minisys@cup.portal.com (Mini Systems Associates)
Newsgroups: misc.jobs.offered
Subject: Technical Support Analyst
Date: Fri, 10 Apr 92 16:28:13 PDT
Organization: The Portal System (TM)
Distribution: usa

Title:    Technical Support Analyst

Responsibilities:   Provide "customer service: telephone
                    support to PC/Network, HP, VECTRA, AS400
                    and POS terminal end-users via the MIS
                    Help Desk operation.  Additional
                    administrative support in the he areas of
                    statistical reporting, hardware/software
                    licensing and registration, stock
                    organization, computer supply levels and
                    inventory control.

Justification

               The duties and responsibilities of the
               Technical Support Analyst include:

1.   Operate the Help Desk by providing immediate first-line
     "hands on" telephone assistance to approximately 400
     end-users on a Novell 3.11 network who have computer and
     network problems.  This will also encompass questions
     relating to HP, AS400, and POS end-users.
     Responsibilities will include questioning end-users to
     help identify problem area(s) and offer immediate
     solutions, or research the solution.  Determine call
     urgencies and if required route calls to appropriate MIS
     staff.  Additional functions of maintaining accurate log
     of all Help Desk calls, statistical reporting, and
     monitoring of Help Desk volume is required.  Assisting
     in the further development of trouble-call response
     manual.

2.   Maintain hardware/software registration information,
     audit license agreement compliance, and procure software
     upgrades.  Responsible for maintaining a software
     library.

3.   Organize an maintain supply cabinets and storage areas.
     This person will assist in implementing procedures aimed
     at creating a positive work environment, reducing
     departmental waste, and optimizing utilization of
     surplus parts.

4.   Assist in the establishment of critical levels for
     computer supplies and ensure that an adequate inventory
     of such items exists.  This function will provide the
     technical support group and the company, as a whole,
     with an uninterrupted flow of vital computer supplies.

5.   Maintain installed compute equipment.  The Technical
     Support Analyst will provide general
     cleaning/maintenance supplies for computer systems,
     printers, and terminals in an attempt to reduce long-
     term repair/replacement costs.  This person will also be
     the point of contact for our facilities when service is
     required from our nationwide service contract.

6.   Assist in maintaining comprehensive hardware and
     software inventories and ensure hardware/software
     accountability.  This person will also be responsible
     for ensuring that new equipment and software have been
     entered into the inventory prior to distribution.
     Responsible for updating a computer-based inventory
     program and generating inventory reports.

     Must know Louts, DOS, WordPerfect or at least be
     familiar with them.  Big plus if they know Support
     Magic.



Jay Torres
Mini-Systems Associates
6053 Bristol Parkway
Culver City, CA  90230
(310) 645-7600, Ext. 242
Internet: minisys@cup.portal.com