IT Support Analyst
2 weeks ago
The IT Support Analyst provides front-line support to help users handle issues with computer programs, hardware, and peripherals. In this role, the IT Support Analyst quickly responds to user concerns, examines issues with applications and equipment, and develops and deploys solutions to keep computers working as intended. They also work closely with the IT Manager to resolve issues that require extra attention or indicate a larger problem within the IT ecosystem. The IT Support Analyst utilizes technical and creative problem-solving techniques, delivering outstanding client service throughout the workday. While their duties may shift depending on the specific situation, their main goal is to ensure that employees throughout the organization can utilize the software and devices that they need.
Duties/Responsibilities:
Installs and configures computer hardware, software, network equipment, printers, and scanners.
Provides technical support company-wide, both in person and remotely.
Sets up user accounts following access control procedures.
Performs equipment repairs and replacements as needed.
Identifies, investigates, and resolves user problems with computer software and hardware.
Collaborates with staff to research and resolve issues.
Escalates complex cases to IT Manager.
Records and tracks support requests using ticket tracking systems.
Maintains knowledge of configuration and maintenance best practices.
Performs other related assigned duties.
Requirements:
Strong interpersonal and customer service skills.
Excellent communication skills, both verbal and written.
Solid analytical and problem-solving abilities.
Basic understanding of computer hardware and software systems.
Effective time management skills.
Ability to prioritize tasks.
Proficiency in MacOS, Windows, and peripheral devices, as well as common business tools like Microsoft Office.
Capacity to explain technical issues to diverse audiences.
Willingness to learn new hardware and software.
Reliable transportation for travel between operating locations.
Availability for on-call duties.
Ability to lift 50lbs.
Education and Experience:
Minimum two years of relevant experience.
Certifications are a great plus, but field experience is worth more.
An Associate's degree in computer science is advantageous but not mandatory.
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