IT Support Analyst | MAA Memphis Corporate

MAA • Germantown, TN

4d

About The Position

The IT Support Analyst reports to the Director of IT Support Services and supports company and end-user technical needs while providing excellent customer service. The role contributes to team success by thoroughly resolving problems, documenting work in the IT support ticketing system, collaborating with colleagues, and researching enhancements, innovative tools, and process improvements to improve efficiency and customer service.

The successful candidate will embody and reinforce MAA’s Core Values: appreciating the uniqueness of each individual; communicating openly and with integrity; embracing opportunities; and doing the right thing at the right time for the right reasons.

Requirements

• Bachelor’s degree in Information Technology, Business Administration, or another computer-related field and 1–3 years of work experience, or an equivalent combination of education and experience.
• Knowledge of Windows operating systems and the Microsoft Office installation process.
• Knowledge of Microsoft Open Database Connectivity (ODBC) connectivity for Microsoft SQL Server.
• Knowledge of Cisco wireless routers.
• Computer hardware troubleshooting skills, including monitors, printers, and desktop software.
• Critical thinking, analysis, and problem-solving skills.
• Ability to communicate technical and non-technical information clearly and concisely, verbally and in writing.
• Ability to explain technical information in layman’s terms.
• Ability to work collaboratively and with minimal direction.
• Customer service skills.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Ability to work occasional weekends and/or holidays.

Nice To Haves

• Previous experience in an IT support role.
• Previous experience making user updates in Active Directory.

Responsibilities

• Provide day-to-day end-user support for computer hardware, software, applications, and data and voice networks.
• Partner with business customers to meet computing needs by providing end-user training, assisting with network connectivity, and identifying, troubleshooting, diagnosing, and resolving problems.
• Serve as the primary point of contact for setting up and maintaining network security.
• Support IT initiatives and maintenance through activities such as system configuration, infrastructure support, system administration and analysis, database maintenance, equipment and software installation and upgrades, and planning for and responding to service outages and other problems.
• Perform software installations and updates and hardware maintenance in accordance with documented policies and procedures.
• Identify opportunities to enhance processes and procedures to improve efficiency and customer service.
• Research emerging desktop software, hardware, and networking, and recommend innovative, cost-effective solutions to customer problems.
• Fully and accurately document troubleshooting and resolution steps in the IT support ticketing system, creating tickets for all work performed.
• May assist with procurement, inventory control, and equipment life-cycle planning for company technical hardware and software.
• Foster positive relationships by providing quality, courteous, and professional customer service.
• Perform other related duties as assigned to meet business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level