Senior IT Support Analyst
4 weeks ago
Job Summary
We are seeking an experienced Senior IT Support Analyst to join our team at AEG. The ideal candidate will have a strong background in IT support and leadership, with excellent communication skills and the ability to work effectively in a fast-paced environment.
Key Responsibilities
- Manage team workflows and workloads to effectively handle volume demands
- Improve technical support delivery and establish operational goals
- Analyze support data to ensure adherence to policies and best practices
- Train, coach, and mentor IT Support team members
- Act as a resource for team members, assisting with complex issues and managing escalated customer interactions
- Oversee the inventory control process for all IT assets and provide metrics to support refresh cycles and budgeting
- Engage actively in Change Management meetings to ensure seamless IT transitions
- Organize regular team meetings to gather insights, educate on best practices, and set clear expectations
- Analyze support data to identify opportunities for process improvement, resource allocation, and enhancements in customer satisfaction
- Ensure team members meet established service levels; collect and present performance data to stakeholders
Requirements
- Bachelor's degree in an IT-related field with 1-3 years of relevant experience, or an Associate's degree with 3-5 years of experience in a related role
- 5+ years of experience in an IT support environment is highly desirable
- Strong customer service orientation with proven leadership and coaching abilities
- Excellent communication skills (written, oral, interpersonal) with the ability to provide support across various mediums (phone, video, in-person)
- Understanding of IT systems, including wired/wireless networks, VoIP, Cloud infrastructure, information security, and advanced troubleshooting techniques
- Strong project management skills with the ability to track and meet deadlines with minimal supervision
- Ability to maintain professional relationships and handle sensitive data with discretion
- Capacity to prioritize multiple tasks and demonstrate initiative in all activities
- Strong aptitude for creating and maintaining standard operating procedures
- Availability to work nights and weekends as needed
Preferred Certifications
- CompTia A+ / Net+
- CompTIA Security+
- Microsoft 365 Fundamentals (MS-900)
- Microsoft Azure Fundamentals (AZ-900)
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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