IT Support Analyst I

Burns & Wilcox • Farmington Hills, MI

278d • Onsite

About The Position

The IT Support Analyst is an in-office position on the H.W. Kaufman Service Desk Team, dedicated to supporting internal employees. This role involves providing both on-site and remote support. Shifts are from 8:00 am to 5:00 pm and 11:00 am to 8:00 pm eastern hours, with an initial training period of 6-8 weeks from 8:00 AM to 5:00 PM EST.

Requirements

• 1+ years of experience in Information Technology and business/industry preferred
• Excellent phone etiquette and written communication abilities
• Ability to set priorities and see work through to completion in a timely manner
• Strong troubleshooting, analytical and critical thinking skills
• Exceptional customer service skills with the ability to work independently and as a team
• Self-motivated and a willingness to take initiative
• Strong experience using and troubleshooting Windows 10/11
• Experience using and troubleshooting macOS, iOS, and Android OS
• Ability to lift 30-50lbs without assistance
• Ability to work 1 on-call weekend shift every other month to provide support for select urgent issues (Cell phone availability)
• Willingness to take on special projects outside of scope of responsibility as needed
• Enroll your personal Android or iPhone device in company InTune MDM

Nice To Haves

• Preferred knowledge of Active Directory Account Management and Citrix Cloud VDI
• Familiarity with the use and troubleshooting of Microsoft Office 365, and video conferencing applications such as Microsoft Teams
• Experience with an ITSM platform such as Jira Service Management and ITIL framework
• Experience imaging computer devices through a system such as SCCM
• Knowledge of file systems and file level permissions

Responsibilities

• Maintenance, installation, and troubleshooting of computers and peripherals, training on company-supported applications, and asset shipment
• Record, track, and document all incidents and resolutions in the ITSM Platform
• Document processes and procedures for non-incidents such as shipping of equipment
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Receive and manage returned hardware within the asset management platform
• Provide first contact support of incoming requests to the Service Desk via Five9 phone support, ITSM Platform, or in person to ensure courteous, timely, and effective resolution of end-user issues
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as required
• Provide user-level guidance and training on the use of company applications
• Contribute to internal analyst and external user-facing knowledgebase as needed
• Adjust ticket and phone queue availability based on current workload and/or projects
• Ensure that no Requests or Incident exceeds 30 days in age
• Alert management to emerging trends in incidents
• Deploy pre-packaged software using distribution tools and processes as requested by end users
• Deploy hardware to on-site and remote user

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities