IT Support Analyst

JOB DESCRIPTION:

The IT Support Analysts role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.

RESPONSIBILITIES:

Operational Management

Field incoming help requests from end users via both telephone, email and chats in a courteous manner.

Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

Apply diagnostic utilities to aid in troubleshooting.

Access software updates, drivers, knowledge bases, and frequently asked questions and resources on the Internet to aid in problem resolution.

Identify and learn appropriate software and hardware used and supported by the organization.

Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications.

Test fixes to ensure problem has been adequately resolved.

Perform post-resolution follow-ups to help requests.

Develop help sheets and knowledge base articles for end users.

Perform related duties consistent with the scope and intent of the position.

Knowledge & Experience:

Thorough knowledge of computer hardware (Desktops, laptops, printers, mobile devices).

Extensive experience with desktop and mobile operating systems including Windows 10 and 11, iOS and Android

Extensive application support experience including Office / O365.

Working knowledge of network equipment such as routers, switches and firewalls.

Experience with backup systems such as Unitrends and Anti-Virus systems such as BitDefender.

Working knowledge of Epicor Kinetic (ERP) a plus.

Experience using Active Directory / Azure.

Knowledge of Cisco IP phones and Cisco Call Manager.

Ability to support remote users using tools such as TeamViewer.

Good understanding of the organization's goals and objectives.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Strong documentation skills.

Associates or Bachelors degree in Information Systems, or 5+ years of related experience

Personal Attributes:

Ability to conduct research into a wide range of computing issues.

Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly language.

Highly self-motivated and directed.

Keen attention to detail.

Proven analytical and problem-solving abilities.

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

Exceptional customer service orientation.