IT Support Analyst

JAMS, Inc.•Irvine, CA

11h

About The Position

We are passionate about what we do, the services we provide, and the clients we serve. If you're looking for an opportunity to join a company that values collaboration, innovation, and dedication, we're the right place for you. Overview: Provides technical support to end-users across the organization, including computer/server hardware and software, networking and wireless connectivity, VPN access, phone and email systems, end-user onboarding, business applications, and other technology equipment. Serves as a point of contact for incoming technical support requests via phone and email, delivering system support and effective technology-based solutions.

Requirements

Bachelor's Degree in Computer Science, Information Technology, or related field. Required
3-5 years of supporting the design, development, and implementation of software and hardware solutions, systems, or products. Required
3-5 years of working in a help desk position or equivalent. Required
Knowledge of desktop and Windows server operating systems. Required
Demonstrates sound knowledge of Microsoft Office application support, mobile Outlook troubleshooting, wireless technologies, cloud-based systems, networking fundamentals, and security tools. Required
Ability to access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution. Required

Responsibilities

Documents and tracks technical support requests in the help desk tracking system, ensuring timely updates and resolution of issues related to email, phone systems, user access, printers, and network connectivity.
Tests new operating systems and various software and hardware.
Provides troubleshooting assistance to remote users and occasional on-site technical support to offices.
Supports new user onboarding by assisting with account setup, equipment configuration, and system access, and ensures end-users are comfortable using company technology.
Researches and recommends hardware and software purchases for associates.
Coordinates companywide computer rollouts, including asset management, computer imaging, and hardware and software configuration.
Creates documentation (e.g., user guides, help sheets, and FAQ resources) for end-users.
Provides technical phone/email support to internal end-users on a variety of hardware and software problems.
Supports the imaging, setup, replacement, and shipping of associate laptops.
Demonstrates proficiency in ticketing systems and network troubleshooting tools, with hands-on experience in cloud platforms, wireless technologies, scripting, and basic server administration.