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Technical Support Analyst
2 months ago
As a vital member of the IT Support Team at Expedite Technology Solutions LLC, the IT Support Specialist will be responsible for overseeing the IT Service Desk operations and ensuring the seamless delivery of IT services. This role requires exceptional communication skills and a commitment to providing outstanding support to all staff members.
In this position, you will have the chance to offer guidance and technical assistance to various teams, ensuring the effective management of IT systems through the IT Service Desk. Support will be provided through on-site desktop assistance, phone, instant messaging, and email communications. Additionally, you will play a key role in maintaining compliance with relevant standards to uphold information security in line with industry best practices.
KEY RESPONSIBILITIES:
- Deliver high-quality IT support by engaging positively with staff, addressing inquiries, and effectively resolving issues.
- Utilize the JIRA ticketing system to manage user incident reports and requests.
- Administer Active Directory for new employee account setups and documentation.
- Install essential software and role-specific applications for new users on their laptops as required.
- Facilitate the onboarding process for new hires, including account setups and Multi-Factor Authentication.
- Troubleshoot and resolve issues related to Windows 10 laptops, desktops, and basic network connectivity.
- Install approved software on Windows 10 devices based on user roles and business requirements.
- Assess hardware needs and submit purchase requisitions for replacements.
- Replace defective hardware on Windows/PC devices and verify component functionality.
- Request necessary access modifications from relevant departments.
- Engage in the Continuous Improvement Process to enhance service delivery, IT systems, and operational processes.
- Contribute to the development of new systems and network solutions.
- High school diploma or GED with a minimum of 5 years of experience in an IT support or service role.
- Proficient in supporting users of Windows desktop operating systems, Outlook, Active Directory, and associated peripherals.
- Familiarity with virtualization technologies and cloud environments.
- Knowledge of Active Directory and Group Policy management.
- Experience in supporting modern web-based applications, including troubleshooting and security measures.
- Understanding of security frameworks and networking technologies such as IPSEC, SSL VPNs, and firewalls.
- Experience in a Hybrid Cloud environment, including Azure, AWS, and O365.
- Basic knowledge of service delivery frameworks like ITIL.
- Strong organizational skills with the ability to manage complex tasks and meet deadlines.
- Excellent problem-solving and analytical abilities.
- Attention to detail and the capacity to communicate technical concepts to a general audience.
- Experience with Linux desktop and server support.
- Background in high-tech industries, supporting hardware/software engineers and manufacturing processes.
- Strong verbal and written communication skills.
- Ability to multitask effectively and manage time under pressure.
