On-Site Sr. IT Support Analyst

4 weeks ago

Shelby Township, United States Wright Technical Services Full time

This is position is Contract-to-Hire and fully ON-SITE in Shelby Township, Michigan.


Job Summary

The On-Site IT Support Analyst II is a Tier 2/3 position that supports all computer related functions. The Analyst II performs a variety of duties including, but not limited to, computer troubleshooting in an office/ plant environment that includes desktop/portable and remote devices, all peripheral devices, application and enterprise system support; troubleshooting all computer hardware and software issues; performs computer repairs; installation and configuration of standard business software, as well as custom plant related software. This position assists customers and peer groups with troubleshooting application and hardware installations.


Qualifications

  • Bachelor’s Degree + 3 Years’ experience (or, A.S. + 5, No Degree + 7) -- Required

At least one relevant industry certification highly preferred (i.e. MCSA, A+, Network+, Security+)

  • Working knowledge of Microsoft Azure Cloud and On-Prem Active Directory, Microsoft M365 technologies (Teams, meetings, OneDrive, Enterprise Apps, Intune), Windows OS, Apple iOS, administration and security, deployment and management, automation technologies
  • Experience with performing extensive hardware, network and software troubleshooting.
  • Hands on experience on LAN/ WAN Networks; working and managing a switched network.
  • Experience on how to make LAN cables, working with Wi-Fi/ Access point configurations
  • In-depth knowledge of MS Teams, and other video conferencing and projection solutions
  • Experience with Audio/ Visual (A/V) set-up and conference room troubleshooting.


Competencies

  • Strong verbal and written communication skills; will interact with end-users of varying technical backgrounds.
  • Excellent problem-solving and critical thinking abilities to diagnose and resolve IT issues efficiently.
  • A strong commitment to providing excellent customer service and a patient, friendly demeanor.
  • Ability to work effectively in a team and collaborate with other IT professionals.
  • Efficiently manage and prioritize multiple support requests and tasks.
  • Stay updated on the latest technology trends and adapt to new tools and technologies.
  • Understand IT security best practices and the ability to enforce security policies.
  • Result-oriented; Decisive; Situational Awareness; Independent Learned; Collaborative; Interpersonal
  • Ability to lead through ambiguity and make decisions and plans with minimal information.


Duties

  • Provide advanced technical support and assistance to end-users, resolving hardware and software issues promptly and effectively.
  • Install, configure, and maintain desktops, laptops, mobile devices, printers, and other computer peripherals.
  • Install, configure, and troubleshoot software applications, operating systems, and updates. Ensure software compliance and licensing.
  • Manage user accounts, permissions, and access control, including password resets and account provisioning/de-provisioning.
  • Identify and resolve network connectivity and general IT-related issues for end-users. Escalate complex problems to higher-level IT teams when necessary.
  • Maintain detailed records of support requests, solutions, and configurations. Create and update technical documentation and knowledge base articles.
  • Implement and enforce security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.
  • Experience with A/V conference room equipment and conference room troubleshooting.
  • Collaborate with other IT teams, including desktop engineers, network administrators and system administrators, to resolve issues that require cross-functional expertise.
  • Provide training to end-users on hardware and software usage, best practices, and security awareness.
  • Maintain an inventory of IT assets, including computers, peripherals, and software licenses.
  • Manage relationships with hardware and software vendors to facilitate warranty claims, repairs, and procure necessary equipment.

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