IT Support Specialist

2 weeks ago


Cheyenne, Wyoming, United States Upstone Materials Inc. Full time

Position Overview:

The IT Support Analyst is responsible for delivering both remote and on-site technical assistance to team members, ensuring optimal functionality across the organization. As an integral part of the frontline IT support team, this role encompasses the provisioning, installation, configuration, and ongoing maintenance of end-user hardware, software, and business applications. The IT Support Analyst plays a vital role in maintaining system efficiency and providing exceptional customer service to internal users, ensuring smooth operations and user satisfaction.

Key Responsibilities:

  • Safety Commitment: Actively support and engage in the company's safety culture, adhering to established safety protocols and initiatives.
  • Technical Support: Provide Level 2 technical support, addressing advanced issues that cannot be resolved at the Level 1 support level. Troubleshoot hardware and software challenges related to workstations, mobile devices, network equipment, and business systems through various communication channels.
  • Incident Management: Manage and prioritize incoming service requests and incidents, ensuring timely resolution and effective communication with end-users in accordance with Service Level Agreements (SLAs).
  • User Training: Offer training and guidance to end-users on effectively utilizing hardware and software systems.
  • Inventory Oversight: Oversee IT inventory management, including tracking and replenishing hardware and software assets.
  • Software and Hardware Installation: Install and configure software applications and hardware components, ensuring compatibility and resolving any installation issues.
  • Documentation: Maintain accurate records of IT assets, network configurations, troubleshooting procedures, and user manuals.
  • Project Assistance: Contribute to special IT projects such as system upgrades and software deployments as assigned.
  • Continuous Learning: Stay updated with emerging technologies and software applications to provide effective user support.
  • Collaboration: Work closely with other departments to ensure seamless communication and consistent support throughout the organization.

Qualifications:

  • Associate's degree or equivalent experience in Information Systems, Computer Science, or a related field; Bachelor's degree preferred.
  • Relevant industry certifications, such as A+, Network+, Security+, etc., are preferred.
  • 4+ years of experience in a technical support role.
  • Strong customer service skills with the ability to communicate complex technical concepts clearly to individuals at all levels.
  • Proficient in Windows 10/11 and Microsoft 365 applications.
  • Ability to work independently and collaboratively in a fast-paced environment.

Physical Requirements:

  • Regularly required to use hands for manipulating objects and office equipment.
  • Frequent sitting or standing for extended periods while working on a computer.
  • Occasional lifting and moving of up to 50 pounds.

Benefits:

  • Choice of multiple medical plan options.
  • Prescription drug coverage.
  • Dental and vision plans.
  • Flexible spending account or health savings options.
  • Access to telemedicine and healthcare advocacy services.
  • Employee assistance program.
  • Life and disability insurance.
  • Paid time off and holidays.
  • 401(k) savings plan with company match.

This position requires flexibility in working hours, including the ability to address urgent technical issues outside of regular business hours as necessary.



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