IT Analyst, Temporary Role

Cennox•Alpharetta, GA

2d•Onsite

About The Position

Providing first and second line technical support to end users on various issues and problems relating to hardware, software, and peripherals. You will also be responsible for responding to, documenting, and resolving service tickets in a timely manner. You must have excellent problem-solving skills to diagnose, evaluate and resolve complex problems, or when appropriate, escalate or route them appropriately. You will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. At Cennox, we have a range of platforms including desktops, laptops, mobile devices, and various software. Whilst you will be working independently, you will be part of a much wider team to share knowledge/skills and assist each other. The primary focus of this position will be US staff and operations, but you will be part of an international IT team providing global support when needed. This duration of this role will be approximately 6-12 months, and on-site at our Alpharetta office.

Requirements

Ability to communicate clearly with non-tech savvy co-workers
Demonstrated experience of working with IT
Experience using an IT ticket management system, e.g. Freshservice
Experience in hardware support troubleshooting issues with smartphones, laptops, desktops
Experience with MDM (Mobile Device Management) for mobile phones
Experience administering Office 365, Entra/Intune, Windows Server, and Active Directory (AD) is required
Experience supporting Microsoft Office products
Knowledge of Microsoft based desktops and server operating systems
Excellent interpersonal skills via telephone and in writing
Self-motivated and ability to learn and progress skills and knowledge within the IT industry
Vision correctable to 20/20
Finger dexterity for keyboarding and computer usage
Ability sit or stand and stay focused for extended periods of time
Ability to lift up to 20 lbs

Nice To Haves

Word, excel, outlook
User creation
Office 365
Exchange
Mobile device setup
New PC/laptop builds
SharePoint
Teams
Printer troubleshooting
Diagnosing hardware/software issues
Creation of technical documentation
Prioritizing incidents
Active Directory
Network connectivity issue resolutions
Windows 10/11
Entra ID/Intune

Responsibilities

Collaborate with Cennox staff to migrate mobile devices from MobiControl to Microsoft Intune.
Assist Cennox staff with backing up and migrating data on mobile phones using Samsung Smart Switch and OneDrive.
Managing mobile phones on Verizon Business web portal.
Managing mobile apps and groups in our MDM (MobiControl / Intune).
Configuring, issuing, and supporting end-user hardware including desktops, laptops, smartphones, and computing accessories.
Asset and stock management.
Ownership of user problems, technical diagnosis, and issue resolution for on-site or remote based employees.
Maintain accurate records of user issues and solutions in the knowledge base.
Systems administration including Active Directory, Office 365, and a variety of web-based SaaS products.
All other duties as assigned.