Senior IT Support Analyst

Senior IT Support Analyst - Onsite in Courtney, NC - Direct Hire - $50k-$63k/yr - W2 Only

Location: This position is on-site Monday-Friday in the Courtney, NC with some travel

Duration: Permanent, Direct-hire

Responsibilities:

• Manage daily ticket volume on the Service Desk while adhering to ticket handling processes.
• Mentor and lead the team in utilizing, updating, and improving operational processes and tools.
• Provide or oversee vendor support to resolve service, hardware, and software incidents within SLA.
• Lead efforts to create, enhance, and maintain the Service Desk knowledge base.
• Actively respond to network monitoring alerts and adjust monitoring for positive outcomes.
• Ensure consistent patching of IT systems.
• Manage ticket escalations, updates, and communication to achieve business objectives.
• Quickly triage, escalate, or resolve IT incidents.
• Participate in service reviews and QA assessments.
• Liaise between the Service Desk and Advanced Support for escalations.
• Assist in documenting new processes and procedures while maintaining the knowledge base.
• Perform duties of Service Desk Analyst 1 and other assigned tasks.

Experience:

• 5+ years of experience as a support analyst
• Understanding of virtual systems (VMWare, Citrix, Hyper-v).
• Proficiency in supporting Windows and Linux systems.
• Familiarity with networking fundamentals (OSI model, TCP/IP, routing, switching).
• Knowledge of storage and backup technologies preferred.
• Understanding of LAN/WAN security best practices.
• Knowledge of firewalls, routers, switches, IDS/IPS, and VoIP technologies.
• Familiarity with ITIL principles..
• Ability to work independently and collaboratively to achieve business goals.
• Effective escalation point for internal and external clients, ensuring positive outcomes.
• Solution-oriented communication skills.