IT Support Analyst
About The Position
We are seeking a dedicated and skilled IT Support Analyst to join our team. This role serves as the primary point of contact for users requiring technical assistance, handling support calls and emails. The analyst will be responsible for troubleshooting, problem-solving, and ensuring accurate IT support is provided. This position involves managing IT equipment, including configuration, repair, and asset management, as well as supporting on-premise users and assisting with system upgrades and networking projects. The role requires a customer-oriented individual with excellent communication skills and the ability to work independently and as part of a team.
Requirements
- High School diploma.
- IT Degree (associate/bachelor's) or at least 2 years of relevant technical experience if no college degree.
- Tech savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
- Must be able to lift at least 40lbs or more.
Nice To Haves
- Project management skills.
- Documentation of procedures.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issues and details provided by customers.
- Walk the user through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems via the IT Trouble ticketing system.
- Follow-up and update user status and information.
- Pass on any feedback or suggestions by users to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Provide all levels of IT support.
- Configure new, repair, and replace computers for users upon request.
- Manage IT equipment requests, including new, termination, or change of employees requests.
- Perform asset management for all IT equipment, including creating, transferring, and retiring assets.
- Provide support to on-premise users, including setup of IT equipment and assistance with moves.
- Perform virus removal and prevention.
- Be involved with upgrading systems/networking equipment.
- Assist with project management and documentation of procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
