IT Systems Support Analyst
4 days ago
Visa: USC and GC
Onsite: St. Petersburg, FL ( Local )
JD:
Job Duties & Responsibilities:
- Provide first-level technical support for hardware, software, network, and application issues.
- Troubleshoot and resolve incidents in compliance with defined SLAs; escalate complex issues as appropriate.
- Install, configure, and maintain IT equipment including desktops, laptops, printers, and peripherals.
- Use ITSM tools (e.g., ServiceNow) to manage incidents, service requests, and maintain accurate ticket documentation.
- Support IT procurement and vendor coordination (e.g., cable installation, copier support, e-waste disposal).
- Deliver general site support, including 1st-level assistance for network, server, and telecom issues.
- Replace and rebuild hardware components as necessary.
- Assist with the deployment, testing, and rollout of new systems and updates.
- Communicate technical solutions clearly to end users and stakeholders.
- Maintain IT inventory and support compliance with Standard Operating Procedures (SOPs).
- Provide site-specific updates and status reports regularly.
- Be available for on-call support during off-hours and emergencies.
- Perform other related duties as assigned.
Required Skills & Experience:
- 4+ years of direct technical support experience
- Familiarity with ITIL processes and service delivery frameworks
- Proficiency in troubleshooting Windows OS, Microsoft Office Suite, and basic network systems
- Experience with ITSM tools such as ServiceNow
- Strong verbal and written communication skills
- Ability to interpret and follow technical instructions in various formats
- CompTIA A+, Network+, MCP, or MCSE certifications preferred
- Experience in a pharmaceutical manufacturing or laboratory environment is a plus
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