IT Support Analyst

Principle Choice Solutions LLC•Oklahoma City, OK

23d

About The Position

The IT Support Analyst is responsible for providing escalated technical support and training to end users. The IT Support Analyst position is responsible for working within the ticketing system, quickly troubleshooting software/hardware issues, accurately documenting issues, resolutions, and collaborating with other technical resources to solve complex problems. Such troubleshooting may include software applications, hardware issues, or answering training questions via phone, email, remote access, and in person. Hardware Imaging is a core responsibility for this position.

Requirements

1-3 years’ experience in providing outstanding customer service through hardware and software technical support in a professional office environment.
1-3 years’ experience using a ticketing system.
Advanced hardware and software troubleshooting skills.
High knowledge and proficiency of Windows 10/11, Office 365 Product Suite, Adobe, and other SAAS applications. Azure Active Directory, Command prompts, and Microsoft PowerShell experience required. At least 1 year of regular use of AD Users and Groups in providing normal AD administration.
Attention to detail with a focus on identifying the root cause and possible independent resolution where applicable.
Strong communications skills with the focus on customer service.
High sense of urgency with excellent researching abilities.
CompTIA Network+, A+, Software+, or equivalent certification is required.

Responsibilities

Supply and deploy technical solutions to business problems.
Excellent customer support to all users within the organization and documentation of each customer interaction with an attention to security.
Provide escalated and advanced hardware and software support to business users both locally and remote via phone, email, chat, and remote tools.
End user administration following internal IT processes and procedures.
Installation and configuration of workstations, printers, and other end user requests
Moderate to Advanced Support of Office 365 product suite, Intune Hardware management, Adobe suite, Communication software, Connectwise, Mobile device management, and Secure web gateway including any other current/future technology that may be considered as organization owned/managed.
Work closely with the IT Leadership to ensure proper issue tracking, documentation, and assignment of tasks is being completed accurately and on a daily basis.
Working with the team, collaborate, and improve documentation for end users through our external systems.
Additional security clearance/training may be required specific to this department.
Provide On-Call support as necessary.
All other duties as assigned.