Information Technology Support Analyst

Responsibilities:

• Understand the fundamentals of how company operates to ensure support levels match expectations.
• Develop expertise in the everyday use of internally developed and commercial software.
• Provide superior quality and service to all company technology users. Respond promptly and courteously. Prioritize requests according to criticality. Identify timely and accurate solutions to technical issues.
• Provide expert help desk support for all locations (both remote and on-site) for all hardware, software, and ancillary office equipment including video conferencing equipment, projectors, phone systems, printers, scanners, and multi-function devices.
• Provide support for remote access solutions such as VPN and Terminal Services.
• Basic troubleshooting at the network level including WAN and LAN connectivity, routers, firewalls, and security.
• Install, upgrade, configure, troubleshoot, maintain and modify computer system software.
• Provide day-to-day maintenance and support for Microsoft Office including Outlook e-mail, as well as Lotus Notes Domino databases/applications.
• Document all support activities in ticket tracking database.
• Inventory management of technology assets.
• Image workstations and assist in installation of PC hardware and software applications in accordance with company standards.
• Deployment and migration of computers.
• Create and update process documentation.
• Participate in the research, development, and implementation of new technologies.
• Provide technology training to team members as needed.

Qualifications:

• Bachelor’s degree in Computer Science or related degree required.
• CompTIA A+ certification a plus
• 3+ years of experience in a Help Desk, System Admin, or Desktop Support role
• Knowledge of Active Directory administration
• Familiarity with Office 365
• Very strong customer service skills including verbal and written communications; customer-focused with ability to effectively communicate with management, co-workers, and customers.
• Superior time management skills including sense of urgency and proactive approach.
• Excellent analytical and problem solving skills.
• Exceptional organizational skills.
• Self-motivated, results-oriented and accountable.
• Strict adherence to professional ethics.
• Ability to work independently and in a team environment.
• Ability to work on and successfully complete multiple projects at the same time.
• At least three years of relevant technology experience in related technical environment preferred.
• Strong computer aptitude and understanding of IT concepts, operating systems, business applications, printing systems, and network systems.
• Strong PC and software product skills especially Microsoft Windows and Microsoft Office.
• Self-motivated to research resolutions to technical issues independently and with limited guidance
• Drive to research and learn new technologies.