IT Support Analyst
About The Position
The position will be responsible for maintaining and supporting the end-user desktop and mobile environments including network devices, desktop and laptop PC’s, printers, O365, mobile devices, and Active Directory services. This role will plan and deploy store level network infrastructure, desktop devices, and printers as required for migrations or new service locations. This role will also serve as an escalation point for the Help Desk and will participate in the afterhours / on-call support rotation schedule. Must demonstrate the ability to work well with a minimal amount of supervision while possessing working knowledge of and experience with computer hardware, software, and peripheral devices in a diverse environment.
Requirements
- Two - Three years' minimum experience installing, troubleshooting and repairing hardware and software on Windows-based desktops and laptops
- High School diploma, or GED
- Highly organized self-starter with strong capacity for critical thinking, engagement, and responsive communication
- Positive attitude with our team, our customers, and our business
- Exceptional customer support and communication skills, both verbal and written
Nice To Haves
- Technical certifications in the desired technologies: A+, N+, MCP, MCDST, O365/Exchange
- Two years’ minimum experience in a technical support role with Active Directory, DFS, DNS, DHCP, GPO’s, Windows Desktop Operating Systems
- Two years’ minimum experience understanding Exchange and/or O365 technologies in a public, private or hybrid topologies
- Two years’ minimum experience working with WAN/LAN/Cloud network technologies and infrastructure devices (i.e. Routers, Switches, Firewalls, VoIP – Cisco, WatchGuard, etc.)
- Possess a solid understanding of IP networking, mobile device support and proven assessment, design, planning
Responsibilities
- Install, move, add, change, troubleshoot, and repair assets such as desktops, laptops, printers, scanners, basic network gear, and peripheral IT equipment
- Install, configure and troubleshoot Windows desktop operating systems such as Windows 11
- Take ownership of Level 1 customer requests and incidents, resolving on-site or through remote support to satisfaction and within established SLAs
- Configure workstations and laptops to operate within an enterprise environment to include network and application configuration, while adhering to security standards
- Perform and validate data backup and restoration processes for the enterprise
- Interact with other team members on identifying areas to improve administration and customer service
- Create and update documentation pertaining to technical processes and workflows
Benefits
- Health, Dental, and Vision
- 401(k) with Company Match
- Paid Time Off and Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
