IT Support Analyst

Monster Energy•Corona, CA

12h•Onsite

About The Position

As the IT Support Analyst, you will manage and perform tasks in the Help Desk ticketing system and phone queue. You will provide maintenance of mobile devices by analyzing requirements, resolving problems, installing hardware and software solutions and supporting the end users. You will be responsible for the administration and internal support of the Company’s mobile devices (mobile smartphones, mobile phones, wireless broadband cards/mobile hotspot devices, tablets, PC and MAC systems and related IT equipment). Tasks include equipment deployments, end user support and training, asset tracking, managing mobile device management system and performing mobile device maintenance, upgrades and configurations. You will also be required to document steps and resolution notes for help desk tickets and ensure timely ticket closures. The role involves responding to requests for technical assistance in person, via phone or electronically, addressing specific queries, troubleshooting problems and issues, interacting with other members of the IT Team, performing IT installations, carrying out supplementary IT tasks, working on new applications and liaising with external vendors. You will diagnose and resolve technical hardware and software issues for deployed IT equipment, research questions using available information resources, advise users on appropriate action, and follow standard help desk procedures. The position requires logging all help desk interactions, administering Help Desk software, redirecting problems to appropriate resources, identifying and escalating urgent situations, tracking and routing problems and requests while documenting resolutions, and staying current with system information, changes and updates. You will provide help desk support and resolve problems to the end user’s satisfaction, monitor and respond quickly and effectively to requests received through the IT Help Desk, and monitor Service Desk for tickets assigned to the queue, processing them based on priority. Additionally, you will modify configurations, utilities, software default settings, etc. for local and remote workstations, utilize and maintain the Help Desk tracking software, assist with on-boarding and departure processes for users (managing equipment setup, deployment, retrievals, and asset re-assignment), install, test and configure peripheral equipment and software, and maintain inventory of all equipment, software and software licenses. You will also manage users and computers in Active Directory, configure, deploy, repair and troubleshoot mobile devices, perform replacement/exchange equipment procedures with end users and wireless carriers, and provide training to end users on mobile devices and related software, all while complying with current IT and company policies.

Requirements

High school diploma or equivalent
CompTIA A+ Certification
Candidate will have obtained or in the process of earning a Microsoft Associate/Professional Certificate
1 year experience working in an IT ticketing system
Experience working ITIL environment

Nice To Haves

Bachelor’s Degree in Information Systems, Business, Communications or related field
2 years of relevant technical experience
Experience with Ticketing System, ServiceNow
Microsoft Certified Professional
2+ years of experience in Apple iOS deployments and Mobile Device Management Systems
Experience with Microsoft System Center Service Manager

Responsibilities

Manage and perform tasks in the Help Desk ticketing system and phone queue
Provide maintenance of mobile devices by analyzing requirements, resolving problems, installing hardware and software solutions and supporting the end users
Administer and internally support the Company’s mobile devices (mobile smartphones, mobile phones, wireless broadband cards/mobile hotspot devices, tablets, PC and MAC systems and related IT equipment)
Perform equipment deployments
Provide end user support and training
Perform asset tracking
Manage mobile device management system
Perform mobile device maintenance, upgrades and configurations
Document steps and resolution notes for help desk tickets
Ensure timely ticket closures
Respond to requests for technical assistance in person, via phone or electronically
Address specific queries, troubleshoot problems and issues
Interact with other members of the IT Team
Perform IT installations
Carry out supplementary IT tasks
Work on new applications
Liaise with external vendors
Diagnose and resolve technical hardware and software issues for deployed IT equipment
Research questions using available information resources
Advise user on appropriate action
Follow standard help desk procedures
Log all help desk interactions
Administer Help Desk software
Redirect problems to appropriate resource
Identify and escalate situations requiring urgent attention
Track, route problems and requests while documenting resolutions
Stay current with system information, changes and updates
Provide help desk support and resolve problems to the end user’s satisfaction
Monitor and respond quickly and effectively to requests received through the IT Help Desk
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Modify configurations, utilities, software default settings, etc. for the local and remote workstations
Utilize and maintain the Help Desk tracking software
Assist with on-boarding of users, manage equipment setup and deployment for new employees
Assist with employee departure process, manage equipment retrievals and asset re-assignment
Install, test and configure peripheral equipment and software
Maintain inventory of all equipment, software and software licenses
Manage users and computers in Active Directory
Configure, deploy, repair and troubleshoot mobile devices
Perform replacement/exchange equipment procedures with end users and wireless carriers
Provide training to end users on the use of mobile devices and related software
Perform tasks in compliance with current IT and company policies