Systems Support Analyst

HomeAdvisor is the nation's largest digital home services marketplace matching homeowners and pre-screened service professionals. We are one of the biggest internet success stories in Colorado, growing from our startup days to nearly half of a billion dollars in annual revenue - yet we're nimble enough to stay ahead in the fast-changing internet ecosystem. All of this makes HomeAdvisor a great place to work.

A customer service-focused technical support professional (also known as a Systems Support Analyst) looking to advance his or her career in the world of systems support and administration as part of a hard-charging, motivated Technical Operations team dedicated to keeping HomeAdvisor's IT Environment exceptional for our associates.

• Responding to incidents in request for Tier 1 & 2 support and providing information to higher tier IT support if needed, interacting with team members to solve issues.
• Triage incoming support issues and determine severity and impact, escalating when appropriate to higher tier support.
• Participating in maintenance activities on hardware, operating systems, and software applications, and with supervision making physical changes to PC, server, and network storage hardware.
• Maintaining the alert/notification systems, and creating/modifying support documentation.
• Travel between locations for support activities.
• Participate in an on-call rotation to provide support to users during after-hours.

• Ability to provide world class customer service to HomeAdvisor employees and partners, through phone, email and deskside support.
• At least 2 years of experience in a technical support position - you must have your high school diploma or equivalent, and some college is desirable. A+, Network+ is considered of value but not required.
• Experience troubleshooting PC technical problems through remote troubleshooting.
• Basic familiarity with servers, and network hardware, as well as familiarity with operating system software
• Work with computer imaging, printer support, etc.
• Experience with modern IT Service Management systems a plus.
• The ability to communicate in a variety of methods - email, written documentation, verbal instructions - and the ability to stop and listen.
• Ability to follow process and procedures, and communicate to management when possible changes should be made.
• The ability to maintain composure when things get chaotic or if they don't quite go the way you planned.
• Reliable transportation is needed to perform job responsibilities.