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Technical Support Analyst
2 months ago
We are seeking a skilled IT Service Desk Analyst to join our IT team at EMR USA Metal Recycling. As a key member of our IT department, you will be responsible for providing first-line technical support to our employees, troubleshooting a wide range of IT issues, and ensuring that all incidents are resolved promptly.
Key Responsibilities- Technical Support: Serve as the first point of contact for IT-related issues, responding to and resolving incidents and service requests in a timely and professional manner.
- Troubleshooting and Resolution: Diagnose and resolve hardware, software, network, and system-related issues, ensuring minimal disruption to users.
- Incident Management: Accurately log and prioritize incidents in our IT service management system, ensuring that all tickets are tracked and resolved within agreed service levels.
- Escalation: Escalate complex or unresolved issues to higher-level IT support teams, providing detailed information to facilitate swift resolution.
- User Account Management: Assist with the creation, modification, and deletion of user accounts, including password resets and access rights management.
- System Monitoring: Monitor key IT systems and applications to identify potential issues before they impact users, taking proactive steps to prevent downtime.
- Documentation: Maintain up-to-date documentation of IT processes, troubleshooting guides, and solutions to common issues.
- Collaboration: Work closely with other IT team members to implement new technologies, system upgrades, and continuous improvement initiatives.
- Training and Support: Provide basic training to users on IT systems, best practices, and new technologies as needed.
- Education: A degree in Information Technology, Computer Science, or a related field is preferred.
- Experience: 1-3 years of experience in an IT support or service desk role.
- Technical Skills: Strong knowledge of Windows and Mac operating systems, Microsoft Office applications, Active Directory, and common networking protocols. Experience with IT service management tools (e.g., ServiceNow, Jira) is a plus.
- Problem-Solving: Excellent analytical and troubleshooting skills, with the ability to diagnose and resolve technical issues quickly and effectively.
- Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Customer Service: A strong customer-oriented mindset, with a focus on delivering high-quality support and ensuring user satisfaction.
- Teamwork: Ability to work collaboratively with other IT professionals and departments to achieve common goals.
- Time Management: Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
