IT Analyst

IntegriChain • Philadelphia, PA

8d • Onsite

About The Position

This role is for In-Office support in our Philadelphia Office. This role will be full-time, Monday-Friday. Duties and Responsibilities Provides multichannel technical support to IntegriChain, Inc.’s internal users related to hardware, software, networking, and user education Triages issues and service requests via phone, email, chat (Teams), and in-person conversation as necessary Performs basic troubleshooting as part of triage, resolving issues where possible. Accurately records and documents all details of the issue or service request, including user issue description, steps taken during triage, categorization and assigning priority into the IT service ticketing system Provides user education on all internally supported devices, applications and systems Escalates issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follows up on incidents when appropriate Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, and team members) to answer questions and resolve issues Manages end-user relationships, communicating the status of open service requests and ongoing incidents Ensures service requests are answered within acceptable timeframes, based on our SLAs Manages, deploys, tracks and retrieves company technical equipment Tracks inventory, and status thereof – held in office, deployed, shipped, returning, etc – including employee equipment, and in-office equipment Performs pre-employment surveys with onboarding managers to determine employee equipment needs Completes initial set up of employee equipment – laptops, docking station, monitors, keyboard and mouse, etc Ships laptops to end-users and assists with initial set up upon receipt by the user Coordinates return shipments for equipment from offboarded users Refreshes and resets returning equipment, preparing devices for re-deployment or recycling, depending on equipment status Tracks compliance, and other status of laptops using Mobile Device Management (MDM) Tools Ensures encryption, passwords, and other compliance requirements are met by each device Runs, reads and acts upon compliance reports from MDM Manages available applications and policies applied by Mobile Device Management tool Ensures applications being pushed to end-user equipment are up to date Works with Security team to ensure policies pushed to end-user devices are accurate, up to date, and effective Writes accurate technical documentation Documents processes and procedures in an organized, readable manner Supports LANs, WANs, network segments, Internet, and intranet systems. Communicates with various vendors, as needed, to support IT and daily user activities Collaborates on IT initiatives and projects with cross-functional teams

Requirements

• Communication: Excellent Verbal and written communication skills. Able to clearly explain to people without tech backgrounds
• Critical Thinking: Possess strong critical thinking skills to work through software troubleshooting issues
• Organization: Requires strong organization skills to ensure inventory and documentation accuracy.
• Collaboration: Work with the Service Desk and other departments collaboratively.
• Learning: Willingness to continually learn, as the field constantly changes. Demonstrate adaptability and the ability to grow with their field.
• Minimum 1-2 years of experience in an IT support function OR 3-4 years in a customer-facing support setting.
• Strong troubleshooting skills related to Windows OS, Mac OS, Active Directory – both on-premise and cloud-based, File Sharing systems, Productivity Tools – such as Word, Excel, PowerPoint, and networking
• Thorough knowledge of Microsoft Office 365 Admin Center(s)
• Experience with Mobile Device Management systems such as Intune or Workspace One
• Experience with laptop builds - both Windows and Mac - including application installation, encryption process, hardware configuration, and MDM enrollment
• Solid understanding of basic networking technology and principles such as DNS, Switches/Routers, and the OSI model
• Solid understanding of software licensing and how it is applied.
• Familiarity with Linux based operating systems
• At least a Bachelor’s degree in Information Technology or related field preferred
• CompTIA A+, Network+ or Security+, or equivalent from other certification providers
• Microsoft Office related certifications such as MS-102

Responsibilities

• Provides multichannel technical support to IntegriChain, Inc.’s internal users related to hardware, software, networking, and user education
• Triages issues and service requests via phone, email, chat (Teams), and in-person conversation as necessary
• Performs basic troubleshooting as part of triage, resolving issues where possible.
• Accurately records and documents all details of the issue or service request, including user issue description, steps taken during triage, categorization and assigning priority into the IT service ticketing system
• Provides user education on all internally supported devices, applications and systems
• Escalates issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follows up on incidents when appropriate
• Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, and team members) to answer questions and resolve issues
• Manages end-user relationships, communicating the status of open service requests and ongoing incidents
• Ensures service requests are answered within acceptable timeframes, based on our SLAs
• Manages, deploys, tracks and retrieves company technical equipment
• Tracks inventory, and status thereof – held in office, deployed, shipped, returning, etc – including employee equipment, and in-office equipment
• Performs pre-employment surveys with onboarding managers to determine employee equipment needs
• Completes initial set up of employee equipment – laptops, docking station, monitors, keyboard and mouse, etc
• Ships laptops to end-users and assists with initial set up upon receipt by the user
• Coordinates return shipments for equipment from offboarded users
• Refreshes and resets returning equipment, preparing devices for re-deployment or recycling, depending on equipment status
• Tracks compliance, and other status of laptops using Mobile Device Management (MDM) Tools
• Ensures encryption, passwords, and other compliance requirements are met by each device
• Runs, reads and acts upon compliance reports from MDM
• Manages available applications and policies applied by Mobile Device Management tool
• Ensures applications being pushed to end-user equipment are up to date
• Works with Security team to ensure policies pushed to end-user devices are accurate, up to date, and effective
• Writes accurate technical documentation
• Documents processes and procedures in an organized, readable manner
• Supports LANs, WANs, network segments, Internet, and intranet systems.
• Communicates with various vendors, as needed, to support IT and daily user activities
• Collaborates on IT initiatives and projects with cross-functional teams

Benefits

• Excellent and affordable medical benefits + non-medical perks including Flexible Paid Time Off (PTO), 401(k) Plan with a Company Match to prepare for your future, Parental Leave, Mental Health HRA and Lifestyle Spending Account, Student Loan Reimbursement and much more!
• Robust Learning & Development opportunities including over 700+ development courses free to all employees
• IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law.
• IntegriChain is an equal opportunity employer; committed to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
• Our policy on visa sponsorship for US based positions: Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by IntegriChain.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees