IT Support Analyst

AgeSpan•Danvers, MA

1d•$30 - $32•Hybrid

About The Position

AgeSpan is seeking a talented, self-motivated, and hard-working individual to join the Information Technology team. This is an excellent opportunity for an individual who has a passion for IT, the enthusiasm to learn, and is eager to make a significant contribution towards the increasing demand for new technologies to meet business needs. The ideal candidate will be customer service-oriented and technically driven with a basic understanding of a broad range of technologies. A self-starter with the ability to thrive in a fast-paced environment, have well balanced systems maintenance and troubleshooting skills and can rapidly learn and familiarize themselves with a complex environment is essential. The successful candidate will be responsible for providing integrated support and repairs of all computers for assigned remote locations, installation and upgrades of PC software and network-based applications, and setup and configuration of Intel PC's with approved software. The Support Analyst is a key member in a small IT Team that supports the day-to-day activities of end users providing Tier 1 support to our staff via phone, email and computer chat. You will be crucial in providing timely and effective support across two locations while providing excellent customer service related to agency supported applications and equipment. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that require additional knowledge or skill set.

Requirements

Tech savvy with working knowledge of Phone systems, Microsoft Office products, PC's and Ticketing systems
Good understanding of computer systems, mobile devices and other tech products
Hands on experience with diagnosing and resolving basic technical issues
Proficiency in English
Excellent communication and interpersonal skills
Customer-oriented, patient and cool-tempered
Ability to juggling many tasks
A minimum of 1+ years of experience in the field.
Must have basic knowledge of computer systems and mobile devices.

Nice To Haves

Bachelor/Associate degree in an IT related study is preferred or technical certifications such as CompTIA Network +, A+, MCP, MCTIP, Microsoft certifications.

Responsibilities

Provide support to 500+ users by troubleshooting and supporting IT systems including phone systems, Microsoft applications, accounting software, file management, and security applications, as well as hardware including laptops, tablets, smart phones, printers, and audio/video equipment.
Serve as the first point of contact for staff seeking technical assistance
Perform onsite or remote troubleshooting through diagnostic techniques and pertinent questions
Provide quick resolution and excellent customer service
Install, make changes and repair computer hardware and software
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in the ticketing system
Prompt time entry and keep tickets updated at all times to ensure smooth handoff of issues
Pass on any feedback or suggestions by staff to the Help Desk manager and IT team
Identify and suggest possible improvements on procedures
Follow-up with staff to ensure issues are resolved
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting