IT Support Analyst

4 weeks ago

Los Angeles, United States augmentjobs Full time
Job DescriptionJob DescriptionJob Overview:

The IT Support Analyst is responsible for providing technical support and assistance to end-users within the organization. This role involves diagnosing and troubleshooting hardware, software, and network issues, as well as ensuring that IT systems operate smoothly. The IT Support Analyst plays a crucial role in maintaining a productive and efficient work environment by resolving technical issues promptly.

Key Responsibilities:

  • Technical Support: Provide first and second-level technical support to end-users, resolving issues related to hardware, software, and network connectivity. Assist users with the installation, configuration, and troubleshooting of IT equipment.

  • Incident Management: Respond to support requests and incidents through the ticketing system. Track, prioritize, and manage incidents to ensure timely resolution in line with service level agreements (SLAs).

  • System Maintenance: Perform routine maintenance tasks on IT systems, including updates, patches, and backups. Ensure that all systems are running efficiently and securely.

  • User Onboarding: Set up and configure new user accounts, workstations, and access to IT systems. Provide orientation and training to new employees on IT policies and best practices.

  • Documentation: Maintain detailed records of support requests, resolutions, and changes made to IT systems. Update and create documentation for IT processes, user guides, and troubleshooting steps.

  • Hardware Management: Assist in the procurement, deployment, and maintenance of IT hardware, including computers, printers, mobile devices, and other peripherals.

  • Network Support: Assist with basic network troubleshooting and maintenance tasks, including monitoring network performance and resolving connectivity issues.

  • Security Compliance: Adhere to IT security policies and procedures, ensuring that systems are secure and data is protected. Assist in implementing security measures, such as antivirus updates and access controls.

  • Continuous Improvement: Identify opportunities to improve IT support processes and enhance user satisfaction. Stay informed about new technologies and best practices in IT support.

Qualifications:

  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

  • Technical Skills: Proficiency in Windows and Mac operating systems, Microsoft Office Suite, and common IT support tools. Basic understanding of networking concepts and hardware.

  • Problem-Solving: Strong analytical and troubleshooting skills. Ability to diagnose and resolve technical issues efficiently.

  • Communication: Excellent verbal and written communication skills. Ability to explain technical concepts clearly to non-technical users.

  • Customer Service: Strong customer service orientation with a focus on providing a positive user experience. Patience and empathy when dealing with user issues.

  • Time Management: Ability to manage multiple tasks and prioritize work effectively in a fast-paced environment.

  • Teamwork: Ability to work collaboratively with other members of the IT team and across departments.

Preferred Qualifications:
  • Prior experience in an IT support role or helpdesk environment.
  • Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.
  • Experience with IT service management (ITSM) tools and ticketing systems.
Career Path:

This role offers opportunities for advancement to positions such as Senior IT Support Analyst, Systems Administrator, or IT Manager, depending on experience and performance.

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