IT Support Analyst
About The Position
PlayOn! is looking for an IT Support Analyst to provide frontline technical support for Windows and Mac laptop users, both in-person and remotely. This position will diagnose and troubleshoot hardware and software issues on laptops, including but not limited to OS errors, software conflicts, connectivity problems, and hardware failures. THE OUTCOMES WE EXPECT: ⢠Install, configure, and maintain operating systems (Windows and macOS), software applications, and security updates. ⢠Collaborate with cross-functional teams to escalate complex issues and ensure prompt resolution. ⢠Assist in the setup and deployment of new laptops, ensuring proper software installations, configurations, and user profiles. ⢠Manage user accounts, access rights, and permissions on both Windows and Mac platforms. ⢠Educate and guide end-users on best practices for laptop usage, data security, and system optimization. ⢠Maintain accurate records of support requests, troubleshooting steps, and issue resolutions. ⢠Create and update documentation for common technical issues and solutions. ⢠Stay up-to-date with the latest technology trends and advancements in the IT field.
Requirements
- Bachelor's degree in Information Technology or related field, or equivalent work experience.
- Proven experience providing technical support for both Windows and Mac laptops.
- Strong knowledge of Windows (10 & 11) and macOS operating systems.
- Proficiency in diagnosing and resolving hardware and software-related issues.
- Familiarity with remote desktop support tools and ticketing systems.
- Excellent communication skills, both written and verbal.
- Ability to effectively explain technical concepts to non-technical users.
- Detail-oriented and organized approach to problem-solving.
- Adept at multitasking and managing priorities in a fast-paced environment.
Nice To Haves
- Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or Apple Certified Support Professional (ACSP) are a plus.
Responsibilities
- Install, configure, and maintain operating systems (Windows and macOS), software applications, and security updates.
- Collaborate with cross-functional teams to escalate complex issues and ensure prompt resolution.
- Assist in the setup and deployment of new laptops, ensuring proper software installations, configurations, and user profiles.
- Manage user accounts, access rights, and permissions on both Windows and Mac platforms.
- Educate and guide end-users on best practices for laptop usage, data security, and system optimization.
- Maintain accurate records of support requests, troubleshooting steps, and issue resolutions.
- Create and update documentation for common technical issues and solutions.
- Stay up-to-date with the latest technology trends and advancements in the IT field.
- Deliver timely and effective solutions to IT issues, ensuring minimal downtime for end users.
- Prioritize and resolve tickets based on severity and urgency to meet Service Level Agreements (SLAs).
- Communicate clearly and empathetically with users to understand their technical problems and provide guidance.
- Offer training or documentation to empower users and reduce recurring issues.
- Log and document support tickets accurately for future reference and analysis.
- Identify patterns in technical issues to suggest improvements to IT systems or processes, contributing to overall efficiency.
Benefits
- Multiple medical insurance plans to choose from
- Dental, vision life and disability insurance
- Employee Emergency Fund
- Company equity (stock options)
- Open PTO policy
- 401K plan with company match
- Hybrid/flexible work environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
