IT Support Analyst I

Do it Best•Fort Wayne, IN

6d•Onsite

About The Position

We are seeking a skilled and vigilant Support Analyst to join our IT team. The successful candidate will be responsible for providing technical assistance and support for incoming alerts and issues related to computer systems, software, hardware and network infrastructure. The analyst ensures timely response, resolution of problems, escalates complex issues, and contributes to continuous service and system improvements.

Requirements

Strong analytical and problem-solving skills to troubleshoot system monitoring in a timely and effective way.
Excellent communication and interpersonal skills.
Willingness to work various shifts, such as nights, weekends, and holidays as needed.
Familiarity with complex Tools and Engineering Work.
Proven experience or training in network operations or similar role within IT
Cross-functional Collaboration by working with Infrastructure, development teams and application analysts.
Familiarity with Windows server environments.
Familiarity with Cloud systems and technologies.
Analytical and Independent Judgment
Passion for technology and learning.
Active Listening - Giving full attention to what other people are saying, taking time to understand the point being made, and asking appropriate questions.
Ability to use complex network tools to analyze and solve problems.
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
Time Management - Managing one’s own time.
Troubleshooting - Determining causes of operating errors and deciding what to do.
Speaking - Talking to others to convey information effectively.
Judgment and Decision Making - Consider the benefits of potential actions.
Written Comprehension - The ability to read and understand information and ideas presented in a technical manner.
Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong.
Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.

Nice To Haves

Bachelor's degree or Associates degree in Computer Science, Information Technology, or a related field.
Proven skills with complex Tools and Engineering Work.
Experience in network operations, system administration, cloud technology, IT development or a similar role.
Certifications such as Cloud applications, CompTIA Network+, CCNA, Engineering tools or equivalent
Proven cross-functional Collaboration by working with Infrastructure, development teams and application analysts.
Hands-on experience with monitoring, network and application diagnostic, and network and application analytics tools.
General knowledge of network and application infrastructure, including routers, switches, firewalls, Internet Service Providers, telephony and VPNs.
Proven skills with Windows server environments.
Proven skills with Cloud systems and technologies.
Understanding of network security best practices and protocols (e.g. IPSEC, BGP, 802.11, QoS).
Ability to learn and operate a mainframe system.
Familiarity with Enterprise systems like DOMS, WMS, Fusion and mainframe job processing.
Analytical and Independent Judgment
Passion for technology and learning.

Responsibilities

Triaging, investigating, engineering alerts and real-time monitoring using such tools as Grafana / Prometheus, Azure Application Insights & Log Analytics, Kafka /Kafbat / K9s and Databricks for analysis of data.
Log, track, and manage incidents and service requests using the company’s ticketing system, ensuring issues are resolved within defined SLAs or runbooks.
Respond to and troubleshoot network outages, performance degradation, and as applicable security threats using documentation and runbooks.
Escalate complex system issues to senior IT on-call staff or management as necessary.
Using network engineering tools, analyze and troubleshoot alerts by either resolving or escalating to appropriate IT teams.
Document solutions and contribute to the creation and maintenance of runbooks, alerts and technical procedures on supported systems.
Collaborate with other IT teams (Infrastructure, application, development, EDI and cybersecurity to escalate and/or resolve complex incidents.
Provide first-and second-level support to users for software and system issues across various communication channels (in person, email, phone, chat).
Participate in projects and initiatives related to system upgrades, software rollouts, process improvements and assist in identifying opportunities for system improvements or automation.
Support and maintain corporate and RSC printers.
Assist with Desktop provisioning and setup.
Ensure adherence to IT policies, compliance standards, and best practices in network management.
Assist with training as needed for cross functional coverage and new team members.