IT Support Analyst

The Michaels Organization•Camden, NJ

3d•$27 - $33•Onsite

About The Position

The IT Support Analyst will work to help resolve technology issues, develop technology solutions and work with 3rd party vendors in the resolution of IT issues. The primary role of the IT Support Analyst is problem resolution and customer service. Responds to inquiries and requests for assistance with the organization's systems and computers. Ensures timely technical support assistance for our in-house personnel and external users. Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the helpdesk. Coordinates with other Information Technology areas to resolve problems if necessary. Will provide support and a central point of contact for standard software and hardware solutions. Expected to perform a wide variety of tasks and be able to perform a high level of multi-tasking.

Requirements

Minimum 3-5 years IT experience including:Adequate knowledge of computer hardware components and troubleshooting techniques
Experience with G Suite and Microsoft desktop operating systems and applications
Experience with help desk ticketing systems
Experience with networking concepts
Experience analyzing and resolving hardware, software, and application problems
Computer systems configuration
Knowledge of installation, maintenance, troubleshooting and repair of a variety of end user and network computer operating systems.
Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services and providing an exceptional end-user experience.
Proficient in prioritizing and assigning different helpdesk issues to other support staff members.

Nice To Haves

Bachelor's Degree preferred or working towards a degree
Meraki Network Operator certification a plus
Maintains awareness of the latest technology and how best to leverage its capabilities for our organization.
Communicates effectively within the department and with stakeholders regarding operational issues for continuous improvements.
Maintains active capabilities that support the long term technology and business strategies around the customer experience.
Multi-tasking is key – May be expected to answer phones, update spreadsheets, remotely assist users and more all at the same time.
Ability to promote excellent customer service, effective response times and provide effective resolutions to all helpdesk requests.
A friendly disposition, team player, and good customer service.
Excellent written and verbal communications skills with technical and non-technical teams.
A strong willingness to learn and take on new challenges.
Excellent organization and time management skills.
Good problem-solving skills.
Ability in dealing sometimes with difficult interpersonal situations regarding technical support issues.

Responsibilities

Assists with technical deployment activities to ensure proper technology assets and applications are deployed.
Analyzes, detects, identifies and corrects technical problems and deficiencies.
Reviews, troubleshoots and resolves complex end-user and system-initiated incidents via the enterprise ticketing system within department defined service level agreements.
Installs, configures and repairs computer hardware, software, systems, networks, printers and scanners.
Supports hardware problems, computer upgrades, networking setup/diagnoses, software problems, anti-virus upgrades and security.
Creates/removes user accounts for new/terminated employees and properties.
Sets up workstations, new computer configuring, connecting devices, and updating computer hardware.
Repairs minor problems in hardware, software, or equipment.
Supports multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment.
Assists with emerging opportunity projects and planning initiatives as needed.
Teaches or trains team members how to troubleshoot Microsoft Office applications, G Suite collaboration tools, and MS/Mac operating systems.