IT Support Analyst

REQUIREMENTS:

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

Must be a U.S. Citizen, meet the U.S. Department of States definition of a U.S. Person, and be able to obtain a Secret Level Security Clearance.

Familiarity with DCSA, ITAR, CUI handling, and CMMC certification is preferred.

JOB DESCRIPTION: The IT Support Analyst will assist end users by addressing and resolving their technical issues. This includes receiving, prioritizing, documenting, and actively troubleshooting help requests. Problem-solving may require diagnostic tools and hands-on assistance at the users desktop. The IT Support Analyst reports to the IT Director.

RESPONSIBILITIES:

Operational Management

Respond to help requests from end users via phone, email, and chat in a professional and timely manner.

Document essential user information, such as name, department, contact details, and the nature of the issue.

Track, record, and document the troubleshooting process, including successful and unsuccessful resolutions, through to final resolution.

Utilize diagnostic tools to support troubleshooting efforts.

Access software updates, drivers, knowledge bases, FAQs, and online resources to resolve problems.

Learn and support the software and hardware used within the organization.

Perform hands-on troubleshooting, including software installations, upgrades, and system configurations.

Test fixes to ensure problems are fully resolved.

Conduct follow-ups on completed help requests to ensure user satisfaction.

Create help sheets and knowledge base articles for user reference.

Perform other duties aligned with the roles scope and objectives.

Knowledge & Experience

Strong knowledge of computer hardware, including desktops, laptops, printers, and mobile devices.

Extensive experience with desktop and mobile operating systems such as Windows 10/11, iOS, and Android.

Proficient in application support, particularly Microsoft Office / O365 (GCC High tenant preferred).

Familiarity with network devices such as routers, switches, and firewalls.

Experience with backup solutions like Unitrends and antivirus programs like BitDefender.

Familiarity with Epicor Kinetic (ERP) is an advantage.

Proficiency in Active Directory / Azure management.

Knowledge of Cisco IP phones and Cisco Call Manager systems.

Ability to support remote users with tools like TeamViewer.

Strong understanding of the organization's goals and IT objectives.

Excellent written and verbal communication skills.

Strong interpersonal skills with the ability to build rapport, listen actively, and ask relevant questions.

Strong documentation abilities.

Personal Attributes

Ability to research and resolve a wide variety of computing issues.

Quick learner with the ability to retain technical information.

Capable of explaining complex technical concepts in user-friendly language.

Self-motivated and highly organized.

Strong attention to detail.

Demonstrated analytical and problem-solving skills.

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

Excellent customer service orientation.