IS Analyst

Royal Farms • Baltimore, MD

1d • Onsite

About The Position

The IS Analyst is responsible for serving as the initial point of contact for technical support and troubleshooting related to account administration, desktops and laptops, mobile devices, Point of Sale (POS) systems, business applications, hardware, and network connectivity issues. Support is provided both remotely and on-site for corporate users.

Requirements

• Possession of a CompTIA A+ Certification, an Associate's Degree (or higher) in a related field, or a minimum of 2 years of experience in an IT support role.
• Prior experience working in a customer service or client-focused technical support environment.
• Proficiency with Windows operating systems, including Windows 7, 10, and 11.
• Familiarity with mobile operating systems, including iOS and Android.
• Strong written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical users.
• Experience installing and configuring hardware and software in a business environment.

Nice To Haves

• Basic understanding of networking concepts, including TCP/IP, VOID, LAN, and wireless protocols.
• Working knowledge of PC imaging solutions and deployment processes.

Responsibilities

• Serves as the first point of contact for technical issues encountered by store and corporate staff, gathering all necessary details to accurately assess the problem.
• Performs troubleshooting across a broad range of IT issues, including networking, system and application access, hardware, and software.
• Installs and configures new hardware and software to ensure proper functionality and alignment with system standards.
• Coordinates with vendors and field technicians to prioritize escalated issues and ensure timely, effective resolution.
• Directs unresolved technical problems to the appropriate internal resource, facilitating continued support until a complete resolution is achieved.
• Provides regular updates to end users and management regarding the status of urgent, recurring, or high-profile issues, maintaining clear and timely communication throughout the support process.
• Assists with departmental projects as needed, contributing technical expertise and support to ensure successful implementation and ongoing system stability.
• Uphold the mission, core values, and brand standards of the company by ensuring all practices reflect integrity, accountability, and operational excellence.
• Performs other projects/duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree