IT Support Analyst

Overview

We are passionate about what we do, the services we provide, and the clients we serve. If you're looking for an opportunity to join a company that values collaboration, innovation, and dedication, we're the right place for you.

Overview:

Provides technical support to end-users across the organization, including computer/server hardware and software, networking and wireless connectivity, VPN access, phone and email systems, end-user onboarding, business applications, and other technology equipment. Serves as a point of contact for incoming technical support requests via phone and email, delivering system support and effective technology-based solutions.

Responsibilities

• Documents and tracks technical support requests in the help desk tracking system, ensuring timely updates and resolution of issues related to email, phone systems, user access, printers, and network connectivity.
• Tests new operating systems and various software and hardware.
• Provides troubleshooting assistance to remote users and occasional on-site technical support to offices.
• Supports new user onboarding by assisting with account setup, equipment configuration, and system access, and ensures end-users are comfortable using company technology.
• Researches and recommends hardware and software purchases for associates.
• Coordinates companywide computer rollouts, including asset management, computer imaging, and hardware and software configuration.
• Creates documentation (e.g., user guides, help sheets, and FAQ resources) for end-users.

• Provides technical phone/email support to internal end-users on a variety of hardware and software problems.

• Supports the imaging, setup, replacement, and shipping of associate laptops.

• Demonstrates proficiency in ticketing systems and network troubleshooting tools, with hands-on experience in cloud platforms, wireless technologies, scripting, and basic server administration.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field. Required
• 3-5 years of supporting the design, development, and implementation of software and hardware solutions, systems, or products. Required
• 3-5 years of working in a help desk position or equivalent. Required
• Knowledge of desktop and Windows server operating systems. Required
• Demonstrates sound knowledge of Microsoft Office application support, mobile Outlook troubleshooting, wireless technologies, cloud-based systems, networking fundamentals, and security tools. Required
• Ability to access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution. Required
• 15% Occasional local and regional travel