IT Support Analyst

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IT Support Analyst

Position Overview:

The IT Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner.

Essential functions:

  • Serves as point of contact to employees for hardware, software and system assistance. Requests, inquiries, and/or problem solving; interfaces with end users via phone, messaging, email and/or in person
  • Maintaining records of software licenses
  • Managing stocks of equipment, consumables and other supplies
  • Ensure employees are updated at every level of incident progress until closure
  • Planning and undertaking scheduled maintenance upgrades
  • Investigating, diagnosing and solving computer software and hardware faults
  • Prepares reference for users by writing operating instructions
  • Repairing equipment and replacing parts
  • Server and desktop backup management and monitoring
  • Proactively build our dynamic knowledge base to aid in reference, research, and continual training
  • Effectively communicate service outage internally and externally, and escalate tickets appropriately
  • Prepares reference for users by writing operating instructions
  • Perform other duties as assigned

Knowledge, skills and experience required:

  • Associate degree in IT or related field, however, bachelor’s degree is preferred
  • 2 + years of Technical Support experience (Level 1 or 2 support)
  • Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, customer-focused operations organization
  • Excellent analytical and problem-solving skills
  • Ability to explain technical information in a way that establishes rapport, persuades others and fosters understanding
  • Excellent research and documentation skills
  • General understanding of network components
  • Excellent Knowledge of Windows operating systems and desktop applications including MS Office 365

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