Information Technology Support Analyst

Job Description:

Under general direction, resolves daily IT desktop support issues, prepares technical documentation, manages IT Projects and works with end users on a daily basis. Analyzes IT requests and identifies solutions or escalates as needed. Individual will primarily troubleshoot computer, software, desk phone, cell phone and desktop peripheral equipment issues. Candidate is expected to have a working knowledge of server and network devices. Analyst will manage small scale IT Projects including planning, researching technical options, documenting standards and implementing solutions. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual provide hands-on help resolving issues.

Responsibilities

• Provide primary support of incoming IT service requests to ensure courteous, timely, and effective resolution of issues
• Make decisions based on existing procedures, processes or methods but able to think outside the box in order to ensure success
• Escalate incidents with accurate documentation to suitable technician, when required
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
• Provide services inclusive of installation, configuration, and support of computers, servers, networks, and associated equipment and software
• Provide assistance with remote services including network monitoring, desktop support, and desktop patch management
• Research solutions through internal and external knowledge base as needed
• Identify and learn appropriate software and hardware used and supported by the organization
• Develop help sheets and FAQ Lists for end users
• Ensure compliance of company IT policies and procedures

Qualifications

• One to three years help desk experience preferred
• Strong knowledge of Microsoft products - Word, Excel, Sharepoint, Onedrive, Outlook and TEAMS
• Technical knowledge of computer hardware – desktop, server, routers, switches
• Strong service-oriented mindset and outgoing interpersonal skills
• Working knowledge of IOS and Android devices
• Knowledge and maintenance of anti-virus applications
• Strong written and oral communication skills
• Independent worker able to thrive with minimal supervision