IT Support Analyst

Videndum•Cary, NC

70d•Onsite

About The Position

SmallHD designs and manufactures cutting-edge display products for both the independent filmmaker and cinematography industry. Our monitors are being used worldwide to consistently provide creative professionals with real-time confidence in their image. SmallHD products are known for their durability, premium display quality, and incredible user interface. Act as the first point of contact for colleagues seeking technical IT assistance over the phone or email, to offer an initial triage response or facilitate ticket logging and escalation processes. You will also provide technical resource to IT Projects and project delivery.

Requirements

High School Diploma
Minimum 2-3 years’ experience in a similar IT Support Role
Proven technical ability, through relevant, demonstrable, technical qualifications/experience in one or more of the following: Office 365 Solutions, Active Directory administration, Windows 10, 11, iOS, Android, Basic Network troubleshooting.
Windows Server, VMware experience, Nutanix
Use initiative to ensure that high importance deadlines and SLAs are met.
Strong written and verbal skills and the ability to produce clear and accurate documentation (Word, Excel, PowerPoint)
Excellent telephone manner and face to face communication skills
Excellent organizational, time management and prioritization skills
Always willing to cooperate and assist
Willingness to travel, as required, to other Videndum offices and remote sites for the purpose of onsite support.

Responsibilities

Performing remote troubleshooting through diagnostic techniques and asking pertinent questions.
Determining the best solution based on the details provided of the issue and assist colleagues through the problem-solving process.
Accurately categorize and record events, problems and their resolution. Create and maintain full documentation in line with existing procedures.
Foster self-service resolution in colleagues and escalate unresolved issues to the next level of IT support.
Provide colleagues with accurate information on IT products or services and offer feedback on outstanding tickets.
Execute and have input into internal IT related polices, processes and procedures (for example employee onboarding workflow).
Basic administration tasks such as ordering and shipping of equipment.
Acting as a champion for the importance of customer experience within the business.
Contributing to the office culture, conduct and discipline to encourage an enjoyable, productive, and efficient workplace for all.
Seeking success for the company, contributing, and supporting the company Vision and Values for the future growth to the benefit of all stakeholders.
Fostering sound working relationships with all employees.
Any other duties consistent with the job description that may be required from time to time.