User Support Analyst II

Dartmouth-Hitchcock Keene

. Provide frontline technical support in person, by telephone, via self-service tickets, and other communication venues .

Posted 10/2/2026full-timeLebanon • New Hampshire • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in technical support, troubleshooting methodologies, and effective communication while managing customer inquiries and service requests. Capable of training team members and improving processes through collaboration and project management.

Highest-signal resume keywords

Technical SupportTroubleshooting MethodologiesCustomer ServiceProject ManagementTraining and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingData ManipulationReport GenerationTicket ManagementProblem Management

Soft Skills

CommunicationCollaborationCustomer-Focused ResolutionsProcess ImprovementTeam Support

Tools & Technologies

ACD SystemTicketing SoftwareKnowledge Management Software

Industry Keywords

Technical SupportDesktop TechnicianService RestorationVendor AnalysisCurriculum Planning

About the role

Key responsibilities & impact

Provide frontline technical support in person, by telephone, via self-service tickets, and other communication venues
Document, assess, troubleshoot, resolve, or appropriately escalate issues
Monitor team work queues and take ownership of tickets according to priority and daily assignments
Provide customer information, restore services, provide specific services, and escalate tickets
Obtain pertinent information for ticket creation and provide customer-friendly resolutions
Perform analysis supporting new or upgraded vendors, in-house systems, and special projects
Generate reports and manipulate data
Maintain proficiency with ticket and problem-management software platforms
Update knowledge articles reflecting current information and workflows
Utilize the ACD (Automatic Call Distributor) system
Network and collaborate with other IS teams
Present information to small and medium groups and communicate open-problem status
Support process-improvement initiatives
Manage individual or small-group projects from inception through completion
Provide precepting, training, and assistance to team members
Teach desktop software, specialized applications, and desktop-use classes
Plan curriculum and training materials and improve training methodologies
Perform other assigned duties

Requirements

What you’ll need

High school diploma or equivalent required
Minimum 4 Expertise Units required
Expertise Units may be earned through desktop technician work experience, relevant technical work experience, non-IT military experience, degrees, and current certifications as defined in the posting
Intermediate knowledge of troubleshooting methodologies
Intermediate working knowledge of applications and devices