IT Support Analyst-Level 1-ITSAL1

Pike•Baxter Village, SC

11h•Onsite

About The Position

The IT Support Analyst is responsible for addressing first level technical support requests submitted by telephone, email, web portal or in-person. Customer issues typically involve questions and/or issues related to their technical environment; but can cover a wide variety of operational issues. Timely first-contact resolution with a high level of customer service is emphasized. Support issues are required to be fully and accurately documented in the Service Management ticketing system. Support issues that cannot be resolved are escalated according to established escalation paths. Analysts must understand and work effectively within the internal structure as well as be knowledgeable of processes and available resources. This position functions in collaboration with Pike IT teams and other Pike departments as needed. In addition to resolving customer issues, the analyst will proactively identify and address opportunities for operational efficiency, proactively eliminate problems before they occur and document solutions in the knowledgebase. The Analyst may be required to work a varied work schedule to provide coverage for 6am to 9pm Monday-Friday and 9am to 1pm weekend operation.

Requirements

Minimum two-year IT degree or a closely related field is preferred; though experience can be substituted for education
Preferred 1-3 years of experience as an IT Support Analyst
Ability to work effectively and empathetically with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions
Intermediate to Advanced troubleshooting expertise with: Active Directory and Azure account administration, Microsoft Windows 10 and 11, Microsoft Office 365, Local and networked printing solutions, iOS Mobile devices - InTune experience preferred, Internet browsers including Edge and Chrome, Computer networks and server Infrastructure, Computer Hardware diagnostics, Networking, wireless connections, VPN solutions, and network-wide file system layouts
Ability to manage timelines and meet tight deadlines
Detail-oriented with excellent oral and written communication skills
Ability to manage and prioritize multiple tasks
Excellent interpersonal skills needed to work with various levels of staff up to the Executive level.
Self-motivated, constructive and positive attitude
Customer service skills including the ability to: relate to others; actively listen to/ understand and empathize with the customer; anticipate customer needs; communicate complex or technical information in a clear, concise manner; and provide high-level customer satisfaction

Nice To Haves

InTune experience preferred

Responsibilities

Respond to, document, resolve or escalate approximately 40 phone-based and email support requests per day in a timely, professional, and courteous manner
Provide clear and detailed documentation within the service management system
Perform actions to resolve complex issues using remote control technology tools to install, modify, or make repairs to computer hardware and/or software
For issues which cannot be resolved within the IT Support, identify the appropriate team required to resolve and route the issue in a timely manner
Convey complex and/or technical processes to customers in a clear logical manner
Provide an exemplary customer experience with all end user interactions
Clearly and accurately document information in the Knowledgebase
Assist in creation of technical training documents for end user education
Meet Service Level Objectives and Key Performance Indicators
Participate in team/staff meetings
Collaborate effectively with cross-functional teams in order to ensure timely delivery of solutions
Identify recurring issues or problems impacting the user-base and engage the Support Team and/or Support Management for delivery of permanent solution