About the position
We are seeking a skilled and customer-service oriented IT Support Analyst to join our Global IT team. This role will be based on-site at our factory in Wilson, NC, with the flexibility to work from home one day each week, which will be reviewed annually and adjusted as needed. The ideal candidate will have a strong foundation in computer hardware, software, and networking, and will be proficient in troubleshooting and resolving basic technical issues. This position requires expertise in operating systems such as Windows, knowledge of Microsoft Intune, and experience with help desk software and remote support tools. As an IT Support Analyst, you will be responsible for providing technical support and assistance to end-users, ensuring timely resolution of hardware, software, and networking issues. You will troubleshoot and resolve basic technical issues related to operating systems, applications, and network connectivity. Utilizing help desk software and remote support tools, you will manage and resolve support tickets efficiently. Additionally, you will configure, deploy, and manage devices using Microsoft Intune, and develop and maintain documentation, including solution guides, playbooks, and runbooks, to streamline support processes. Delivering exceptional customer service is a key aspect of this role, and you will maintain a customer-service oriented approach in all interactions. Collaboration with other IT team members will be essential to escalate and resolve complex issues. Staying updated on the latest industry trends and technologies will also be part of your responsibilities, as well as providing on-call support on a rotational basis.
Responsibilities
- Provide technical support and assistance to end-users, ensuring timely resolution of hardware, software, and networking issues.
- Troubleshoot and resolve basic technical issues related to operating systems, applications, and network connectivity.
- Utilize help desk software and remote support tools to manage and resolve support tickets efficiently.
- Configure, deploy, and manage devices using Microsoft Intune.
- Develop and maintain documentation, including solution guides, playbooks, and runbooks, to streamline support processes.
- Deliver exceptional customer service and maintain a customer-service oriented approach in all interactions.
- Collaborate with other IT team members to escalate and resolve complex issues.
- Stay updated on the latest industry trends and technologies to provide effective support.
- Provide on-call support on a rotational basis.
Requirements
- Bachelor's degree or relevant certification (CompTia A+, CCNA, CCT, Azure AZ-900, MS Fundamentals, or ITIL Foundations) preferred.
- Minimum of 2 years of experience in a technical support or help desk role.
- Strong foundation in computer hardware, software, and networking.
- Proficiency in troubleshooting and resolving basic technical issues, with knowledge of operating systems such as Windows.
- Knowledge of Microsoft Intune.
- Experience with help desk software and remote support tools.
- Customer-service oriented approach.
- Proficient in capturing instructions and developing documentation to be used as solution guides, playbooks, and runbooks.
Benefits
- Work from home flexibility one day each week.
