IT Support Analyst

Empower Brands•Alpharetta, GA

8h•Onsite

About The Position

The IT Support Analyst will provide primary technical support, onsite and remotely, to end-users on various technical issues and problems on multiple platforms including desktops, laptops, mobile devices and other peripherals. They will also perform root cause analysis, develop checklists for typical problems and recommend procedures, controls, and user training for problem prevention. The IT Support Analyst will be supporting users across the US with tier 1 and tier 2 issues. They will be responsible for responding to, documenting, and resolving service tickets in a timely manner to meet Service Level Agreement (SLA). The IT Support Analyst must have excellent communication and problem-solving skills to diagnose, evaluate and resolve complex situations, or when appropriate, escalate or route them to appropriate IT team members. This position may require independent work, sharing information and assisting others with support issues or projects.

Requirements

2+ years of experience in an IT environment supporting users and processes
Strong analytical and problem-solving skills
Excellent communication and collaboration skills
Familiarity with IT frameworks and tools

Nice To Haves

Minimum 2 years of hands-on experience working in an end-user desktop support role or computer operations environment required.
Microsoft Office and Office365
Service Minder and Google Workspace experience preferred
Windows and Mac OS
Remote Desktop support
Chrome browser
Active Directory
Exchange and Outlook
Experience diagnosing VOIP handsets or softphones, helpful
TCP/IP, DNS and DHCP, basic understanding of switch and firewall configuration
Remote support for mobile devices
Basic understanding of AI and prompting
Understanding of anti-virus and related security products and protocols
Experience of working with a helpdesk management system, maintaining exceptional customer service levels, working in a team environment

Responsibilities

Provide exceptional customer service in person, via phone or web conference, and email as appropriate
Resolve help desk issues including troubleshooting hardware and software issues
Perform user administration duties, using strict security protocols
Configure user applications according to documented standards
Administer e-mail accounts an lists using either Google Workspace or Office365
Configure laptops, desktops, and mobile device, as needed
Configure and deploy IP phones and service
Assist with basic network implementation and support across multiple sites, including firewall configuration, wi-fi access point management and switch configuration
Manage the helpdesk ticket queue to ensure that all service tickets are dealt with quickly and efficiently
Provide assistance and backup to the other members of the support team
Ensure that all critical matters are either dealt with in an efficient manner or escalated to the appropriate person as required to resolve
Document resolutions and update knowledge base
Other responsibilities, as required, to support the IT team