IT Support Analyst (58169)

POSITION OVERVIEW:

IT Support Analyst works directly with end users to diagnose and resolve a wide variety of software and hardware issues in a fast-paced, team- oriented environment. They also manage new employee onboarding, including workstation setup and configuring Active Directory/Exchange Accounts. The IT Support Analyst role is to support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

RESPONSIBILITIES:

• Provide phone, email, desk side and remote desktop support.


• Provide prompt and courteous customer service to a diverse client base.


• Excellent diagnostic and troubleshooting skills.


• Exceptional verbal and written Communication.


• Knowledge of troubleshooting various operating systems such as Windows 10 and 11.


• Hardware Life Cycle and Inventory of equipment


• Perform a variety of routines to moderately complex technical tasks in the installation, operation and maintenance of computer equipment and systems.


• Responsible for ensuring the administration, operation, and maintenance of networked and stand-alone computer systems, providing ongoing computer support by troubleshooting hardware and software problems


• Installing hardware and software


• Be the customer contact with service providers and overseeing the purchase of additional hardware and software systems.

ESSENTIAL SKILLS:

• Excellent technical knowledge of network and PC hardware


• Excellent communication, excellent time management and multi-tasking skills


• Hands-on hardware troubleshooting experience.


• Considerable knowledge of Windows 10 and 11 software, hardware, networks, etc.


• Considerable knowledge of computer systems and office automation/data sharing and computer hardware and software applications

• Knowledge of local area networks (LANs) and working technical knowledge of current network protocols, operating systems and standards.


• Extensive equipment support experience.


• Experience with Help Desk ticketing systems


• Ability to operate tools, components, and peripheral accessories.


• Able to read and understand technical manuals, procedural documentation, and OEM guides along with the ability to create training materials as needed.


• Ability to conduct research into PC issues and products as required.


• Effective interpersonal skills and relationship-building skills.


• Strong written and oral communication skills.


• Ability to present ideas in user-friendly language.


• Understanding of the organization’s goals and objectives.


• Self-motivated and directed.


• Keen attention to detail.


• Analytical and problem-solving abilities.


• Ability to effectively prioritize and execute tasks in a high-pressure environment.


• Experience working in a team-oriented, collaborative environment.


• Strong customer-service orientation.

QUALIFICATIONS SUMMARY:

• Associates degree (Bachelor’s degree preferred) in Computer Science or related field,


• 2 or more years of direct experience with end use support or any combination of training and experience which meets the essential skills.