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Technical Support Specialist
2 months ago
The IT Support Analyst is tasked with delivering technical assistance and support to end-users within the organization. This position involves diagnosing and resolving hardware, software, and network-related issues, ensuring the seamless operation of IT systems. The IT Support Analyst is essential in fostering a productive work environment by promptly addressing technical challenges.
Key Responsibilities- Technical Assistance: Offer first and second-tier support to users, addressing issues related to hardware, software, and network connectivity. Aid users in the installation, configuration, and troubleshooting of IT devices.
- Incident Management: Manage support requests and incidents via the ticketing system. Monitor, prioritize, and oversee incidents to guarantee timely resolutions in accordance with service level agreements (SLAs).
- System Upkeep: Conduct regular maintenance on IT systems, including updates, patches, and backups. Ensure optimal and secure operation of all systems.
- User Setup: Configure new user accounts, workstations, and access to IT systems. Provide orientation and training to new staff on IT policies and best practices.
- Documentation: Keep detailed records of support requests, solutions, and modifications made to IT systems. Update and create documentation for IT processes, user manuals, and troubleshooting guides.
- Hardware Oversight: Assist in the acquisition, deployment, and maintenance of IT hardware, including computers, printers, mobile devices, and other peripherals.
- Network Assistance: Support basic network troubleshooting and maintenance tasks, including monitoring network performance and resolving connectivity challenges.
- Security Adherence: Follow IT security policies and procedures, ensuring system security and data protection. Aid in implementing security measures, such as antivirus updates and access controls.
- Process Improvement: Identify opportunities to enhance IT support processes and improve user satisfaction. Stay updated on new technologies and best practices in IT support.
- Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
- Technical Proficiency: Familiarity with Windows and Mac operating systems, Microsoft Office Suite, and standard IT support tools. Basic knowledge of networking concepts and hardware.
- Analytical Skills: Strong problem-solving and troubleshooting abilities. Capable of diagnosing and resolving technical issues effectively.
- Communication Skills: Excellent verbal and written communication skills. Ability to convey technical concepts clearly to non-technical users.
- Customer Focus: Strong customer service orientation with an emphasis on delivering a positive user experience. Demonstrates patience and empathy when addressing user concerns.
- Time Management: Ability to handle multiple tasks and prioritize effectively in a dynamic environment.
- Collaborative Spirit: Ability to work cooperatively with other IT team members and across various departments.
- Previous experience in an IT support role or helpdesk environment.
- Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.
- Experience with IT service management (ITSM) tools and ticketing systems.
This position provides pathways for growth into roles such as Senior IT Support Analyst, Systems Administrator, or IT Manager, contingent on experience and performance.
