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IT Support Analyst
1 month ago
Duties Include:
• Follow prescribed procedures to quickly return users to work.
• Establishing remote connectivity to end user machines and performing remediation for end users.
• Working to maintain individual and team goals for speed of answer, response to alerts and emails.
• Working within many different industries and software to resolve technical issues for end users.
• Performing technical support for devices, PCs and Macs.
• Quickly and appropriately diagnose when an incident should be escalated to a higher tier of support.
• Logging tickets in our ticketing system.
• Communicate with end users via telephone and email.
• Monitor and respond appropriately to alerts.
• Communicate effectively via oral and written capability.
• Excellent customer relations and interpersonal skills.
• Use of a knowledgebase to perform consistent fixes as per designated procedure and to capture new knowledge.
• Maintaining a positive, service-oriented attitude.
• Ongoing learning and training.
Qualifications:
• Ability to troubleshoot and diagnose PC Hardware/Software problems and problems with equipment (e.g., cables, terminals, keyboards, etc.) and possess good mechanical/electrical ability. Able to identify source of equipment malfunctions.
• Ability to communicate orally with technical and non-technical personnel; able to follow oral and written instructions; and possess the ability to read and interpret documents such as operating, maintenance instructions, and procedure manuals. Ability to correspond professionally with users via phone and email.
• Must be able to think logically and analytically and make decisions based on good judgment.
• Must be able to consistently follow documented procedures for incident resolution.
• CompTIA, Microsoft certifications, previous experience in the industry, or college degree in IT preferred.
Education/Experience:
• High School or GED diploma.
• CompTIA, Microsoft certifications, previous experience in the industry, or college degree in IT preferred.
• Flexibility to work a rotating shift schedule based on business need across our 24x7x365 operation.
• Experience working as a customer service representative or help desk analyst is a plus.
• Experience working for a Managed Service Provider (MSP) is a plus.
• A+ and Network+, or the ability to acquire both within 1 year of employment.
• Previous experience with N-Able, PRTG and/or other RMM solutions is a plus.
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