Technical Support Analyst

4 weeks ago

Indianapolis, United States Morales Group Staffing Full time
Job Title: Technical Support Analyst
Pay Rate: $32/hr.
Location: Indianapolis, IN
Duration: 3-4 month with possibility of extension or direct hire

Qualifications:
  • Prefer 4 to 8 years of hands-on experience with hardware and software.
  • Understanding of ITSM process and experience with IT ticketing system, ServiceNow is a plus.
  • Strong knowledge with Active Directory and user account management and PowerShell.
  • Excellent communication skills, both written and verbal, for effectively interacting with end-users and technical teams.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Strong knowledge of operating systems (Windows, macOS) and desktop applications. Proven analytical and problem-solving skills.
  • Solid understanding of PCs, Zebra thermal printers and handheld scanning devices.
  • Experience using a mobile device management platform (SOTI, Avalanche or Intune)
  • Advanced knowledge of networking concepts such as cabling types, IP addressing, and wireless troubleshooting.
  • Must be friendly, outgoing, accommodating and patient while working with end users who are in a stressful warehouse environment and need urgent assistance.
  • Ability to demonstrate troubleshooting skills, think analytically while working in a fast paced dynamic and growing IT environment and the flexibility to work with a wide range of technologies.
  • Must be able to multitask and manage multiple priorities while guaranteeing timely completion of all items.
  • Must be extremely organized. Industry certifications such as A+, Network+, MCP, MCSE, or CCNA a strong plus.
  • Ability to lift 50lbs required.


Job Responsibilities:
  • Provide advanced technical support for hardware, software, operating systems, and applications used on desktop computers and peripheral devices.
  • Diagnose and troubleshoot complex hardware and software issues, ensuring timely resolution to minimize downtime and disruption.
  • Collaborate with other IT teams to resolve escalated technical problems and ensure a seamless user experience across various systems.
  • Deploy, configure, and maintain desktop systems, including operating system installations, software updates, and security patches.
  • Manage user accounts, permissions, and access rights to ensure data security and compliance with organizational policies.
  • Develop and maintain documentation for desktop-related processes, procedures, and troubleshooting steps.
  • Evaluate and recommend new technologies, tools, and solutions that can enhance the desktop computing environment's efficiency and effectiveness.
  • Lead and participate in projects related to desktop infrastructure upgrades, migrations, and system enhancements.
  • Stay current with industry trends, emerging technologies, and best practices to continuously enhance the desktop support function.
  • Responsible for working the ticket queue.
  • Responsible for managing and configuring of on-site equipment (laptops, handhelds, printers, scanners, etc).
  • Ensure targets outlined by the Service Level Target (SLT) and KPI's are achieved.
  • Act as a primary point of contact for your assigned location during business hours.
  • Perform back-fill capabilities for other sites.
  • Identify productivity enhancements and offer recommendations.
  • Assist in the development of technical documentation.
  • Take the lead on projects/work streams related to the use of Distribution Center IT systems or corporate office.
  • Must be available and responsive to after-hours issues as part of the on-call rotation.
  • Provide technical support and problem-solving and administer equipment maintenance contracts and equipment inventory.
  • Installed hardware/software; upgraded components; imaged new computers; managed users in Active Directory; performed system and network troubleshooting.
  • Able to prioritize and execute multiple projects in a high-pressure environment.
  • Ability to effectively and efficiently use time and resources to complete work and special projects as assigned.
  • Other duties as assigned.

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