Information Technology Support Analyst

3 weeks ago

Dallas, United States Career Techniques Inc. Full time

*Full-Time, In-Office 5 days/week position - No exceptions*


The Tier 1 IT Support Analyst will ensure office devices and technology are installed, configured, and maintained properly so our staff can be productive. This role will suit someone with a passion for customer service with a strong technical and methodical approach to any given task.


Responsibilities:

  • Direct experience providing Tier 1 Support
  • Provide 1st and 2nd level end-user support for office devices and technology including Laptops, printers, multifunctional devices, smartphones with a focus on customer support. Candidate must truly enjoy helping others and solving problems to succeed in this role.
  • Physical setup of workstations, laptops, and smartphones.
  • Responsible for working and tracking all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.
  • Escalate issues (Tier 2 and 3) to the appropriate parties inside or outside the company and track resolution.
  • Install, configure, and provision end-user devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding.
  • Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.
  • Manage end-user software & hardware inventory for company offices; initiate, manage and track necessary purchases with our established 3rd party suppliers.
  • Work closely with the IT Support Operations Manager to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities.
  • Set-up and provide user support for our video conferencing rooms and systems.
  • Train employees on use of devices and new/upgraded core enterprise software.
  • Occasional after-hours work for critical infrastructure updates and changes.
  • Proactively communicate all changes, updates, and outages to staff.
  • In-person office attendance in the Dallas area.


Requirements:

General

  • 1-3 years of experience in a similar position providing endpoint and infrastructure support.
  • Excellent team player with the ability to positively encourage and influence others.
  • Ability to multi-task with strong attention to detail.
  • Enjoy working in a fast-paced, agile environment, and resolve unplanned incidents quickly.
  • Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms.
  • Ability to maintain a professional service level when dealing with fast-paced end users and VIPs.
  • Desire to learn and become familiar with new areas of technology.
  • Understanding of ITIL processes preferred
  • Knowledge of the Software Development Lifecycle (SDLC)


Technical

  • IT troubleshooting skills: ability to critically think and solve problems independently until escalation may be required.
  • Experience with Active Directory, machine access changes, and various authorization controls.
  • Direct Microsoft 365 experience is required, including knowledge of Azure AD.
  • Enterprise Architecture: troubleshooting user mailboxes, public folders, creating/updating distribution groups and security groups.
  • Experience in setting up, maintaining, and troubleshooting office devices (Laptops, smartphones, printers, etc.)
  • Ability to isolate problems with end user devices and infrastructure.
  • Mobile Device Management – enrolling users on corporate mobile devices and BYOD profiles. Direct experience with iPhones is a plus.
  • Creating, using, and updating scripts – Powershell is a plus – to automate daily tasks.
  • Networking fundamentals – basic troubleshooting of connectivity on workstations and servers.
  • Experience in videoconferencing solutions and end-user support (Teams, Webex, etc.)
  • Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook)
  • Experience with RMM solutions (Teamviewer, Kaseya, Solarwinds, etc.) is a plus.
  • Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, ServiceNow, etc.).

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