IT Support Analyst

3 weeks ago

Harrisburg, United States RolkaLoube Full time
IT Support Analyst   Location: Harrisburg, PA, and Remote  
Reports To: Director of Infrastructure
Term: Full Time  

Overview: 
The IT Support Analyst provides technical support to users of information technology, personal computers, data communication and telecommunication systems including problem recognition, research, isolation, and resolution of problems with a moderate degree of complexity. This role will operate and support the companies’ computer systems and related peripheral equipment, including host computers running company applications, operational tools, software, and laptop/desktop computers.  Analyzes and resolves hardware and software problems with support to company users.   
Responsibilities: 
  • Provide Tier 1 and Tier 2 application support and analysis; make recommendations on best and most efficient uses of data and systems.
  • Triage and assignment of incoming support tickets to the appropriate technician or department
  • Work with computer hardware vendors to determine the proper hardware for the organization’s requirements.  Coordinate the ordering of hardware assets.
  • Develop computer deployment and maintenance capabilities.  Deploy new computers as part of hardware refresh cycles.  Deploy new machines to new employees as part of the on-boarding process.
  • Coordinate software upgrades, new releases, and patch installs from inception and planning to post-implementation testing and support.
  • Manage full issue resolution life cycle from cause identification through root cause analysis and lessons learned. 
  • Work with appropriate IT leadership on application troubleshooting through resolution and continuing application quality improvement; provide realistic and feasible recommendations to create and/or revise policies and procedures.    
  • Maintains a variety of documentation, including operations procedures and error logs. Develop and maintain all system documentation, including end-user manuals and administrative user-guides.  Develop and maintain system diagrams and process workflows
  • Assist in identifying areas of system deficiencies and propose automation capabilities.  
  • Operates the computer efficiently to ensure production and delivery of regular and special reports.  Includes operations of performance, printers, and drives.    
  • Ensures adherence to business policies and requirements relating to access to and security of the computer operations area.   
  • Monitors supplies and equipment necessary to ensure continuous operations.   
  • Ensures maintenance of equipment and workspaces.   
  • Keeps technology skills up to date including training on new equipment and software, learning new or modified procedures, and reading technical manuals.   
  • Participate in after-hours upgrades, troubleshooting and/or on-call availability as needed.   
  • Responsible for monitoring and maintaining air conditioning, fire alarm and power protection systems (UPS) in the computer operations area.  
  • An employee is considered a user with privileged or administrator access to RL systems, logs and/or assets aligning with the least privileged access necessary for support of functional business areas and IT systems.   
  • All other duties as assigned.  
Qualifications and Education:
  • Bachelor's Degree in IT or related field of study preferred.  
  • 2 Years of Technical Support    
  • Advanced understanding of IP-based computer networking and VoIP systems  
  • In-depth knowledge of Microsoft Software, Windows 10/11, and Office Suite  
  • Strong customer service  
  • Ability to work well with people.  
  • Strong communications skills  
  • Excellent organizational skills  
  • Ability to quickly establish good working relationships with clients.  
  • Enthusiasm for continual learning  
  • A driving license is required.  
  • Ability to work independently, to prioritize existing projects and proactively determine areas requiring additional attention, monitoring, or maintenance.  
  • Good organizational management skills. Ability to help plan, implement and document technology projects.  
  • The person holding this position must remain current with all required licensing, certifications, and continuing education requirements necessary for the position.  
Education Substitutions: 
  • Master's Degree may be substituted for two years of required experience with a bachelor’s degree.   
EEOC Statement
Rolka Loube is proudly an equal employment opportunity and equal professional advancement employer. Employment decisions at Rolka Loube are based on merit, qualifications, and abilities. It is our policy that Rolka Loube does not discriminate in employment opportunities on the basis of race, religion, color, sex, age, marital status, national origin or ancestry, citizenship, physical or mental disability, sexual preference/orientation or veteran status with regard to any position or employment for which the applicant or employee is qualified.

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