Information Technology Support Analyst
3 weeks ago
*Full-Time, In-Office 5 days/week position - No exceptions*
The Tier 1 IT Support Analyst will ensure office devices and technology are installed, configured, and maintained properly so our staff can be productive. This role will suit someone with a passion for customer service with a strong technical and methodical approach to any given task.
Responsibilities:
- Direct experience providing Tier 1 Support
- Provide 1st and 2nd level end-user support for office devices and technology including Laptops, printers, multifunctional devices, smartphones with a focus on customer support. Candidate must truly enjoy helping others and solving problems to succeed in this role.
- Physical setup of workstations, laptops, and smartphones.
- Responsible for working and tracking all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.
- Escalate issues (Tier 2 and 3) to the appropriate parties inside or outside the company and track resolution.
- Install, configure, and provision end-user devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding.
- Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.
- Manage end-user software & hardware inventory for company offices; initiate, manage and track necessary purchases with our established 3rd party suppliers.
- Work closely with the IT Support Operations Manager to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities.
- Set-up and provide user support for our video conferencing rooms and systems.
- Train employees on use of devices and new/upgraded core enterprise software.
- Occasional after-hours work for critical infrastructure updates and changes.
- Proactively communicate all changes, updates, and outages to staff.
- In-person office attendance in the Dallas area.
Requirements:
General
- 1-3 years of experience in a similar position providing endpoint and infrastructure support.
- Excellent team player with the ability to positively encourage and influence others.
- Ability to multi-task with strong attention to detail.
- Enjoy working in a fast-paced, agile environment, and resolve unplanned incidents quickly.
- Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms.
- Ability to maintain a professional service level when dealing with fast-paced end users and VIPs.
- Desire to learn and become familiar with new areas of technology.
- Understanding of ITIL processes preferred
- Knowledge of the Software Development Lifecycle (SDLC)
Technical
- IT troubleshooting skills: ability to critically think and solve problems independently until escalation may be required.
- Experience with Active Directory, machine access changes, and various authorization controls.
- Direct Microsoft 365 experience is required, including knowledge of Azure AD.
- Enterprise Architecture: troubleshooting user mailboxes, public folders, creating/updating distribution groups and security groups.
- Experience in setting up, maintaining, and troubleshooting office devices (Laptops, smartphones, printers, etc.)
- Ability to isolate problems with end user devices and infrastructure.
- Mobile Device Management – enrolling users on corporate mobile devices and BYOD profiles. Direct experience with iPhones is a plus.
- Creating, using, and updating scripts – Powershell is a plus – to automate daily tasks.
- Networking fundamentals – basic troubleshooting of connectivity on workstations and servers.
- Experience in videoconferencing solutions and end-user support (Teams, Webex, etc.)
- Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook)
- Experience with RMM solutions (Teamviewer, Kaseya, Solarwinds, etc.) is a plus.
- Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, ServiceNow, etc.).
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