IT Support Analyst

Bancroft•Cherry Hill, NJ

1d•Hybrid

About The Position

Bancroft is hiring an IT Support Analyst for its Corporate team. This hybrid position is based in Cherry Hill, New Jersey, with three days in the office and two days remote after a 90-day probationary period. The schedule is 8:00 a.m. to 4:30 p.m., Monday through Friday. The stated pay range is $22.59–$25.58 per hour. The IT Support Analyst provides support, problem analysis, resolution, consultation, and training to systems users throughout the organization. The role supports a range of software, operating systems, hardware, and communications equipment; performs routine maintenance; helps maintain efficient systems; and assists with planning and implementing technology solutions. The analyst also documents, prioritizes, tracks, and follows up on support requests and work orders through resolution. Bancroft is a nonprofit human services organization supporting children and adults with autism, other intellectual or developmental disabilities, and people in need of neurological rehabilitation.

Requirements

High school diploma or equivalent.
At least one year of experience in a corporate IT environment providing technical support in a networked environment.
Experience troubleshooting Windows 11 operating systems and supporting mobile devices, including iPads, tablets, Chromebooks, and cell phones.
Strong customer service and communication skills, excellent follow-through, and ability to work effectively with employees and professionals across departments.
Ability to troubleshoot hardware and software issues, install and configure software, resolve software conflicts, and install and support peripheral equipment.
Ability to analyze and troubleshoot technical problems using available resources and research tools.
Ability to interpret, analyze, and modify computer systems, methods, and procedures.
Knowledge of computer hardware, software installation, configuration, and troubleshooting.
Ability to diagnose and resolve hardware, software, connectivity, and peripheral equipment issues.
Strong problem-solving skills and ability to prioritize and manage multiple support requests while maintaining a customer-focused approach.

Nice To Haves

Currently holds or is actively pursuing a relevant industry certification, such as CompTIA A+, Network+, Security+, or a Microsoft Windows certification.
Familiarity with basic computer networking, routers, and systems analysis.

Responsibilities

Provide support, problem analysis, resolution, consultation, and training to systems users across the organization.
Analyze and resolve issues involving software and operating systems, including Windows, Microsoft Office, Google Apps, Kronos UKG, Dell Security Suite, Harris CCP, Salesforce, CoCentrix, ServiceDesk, Global Search/Forms, OneLogin, BetterCloud, Kno2 faxing, and RingCentral.
Support hardware including desktops, laptops, printers, iPads and tablets, cell phones, in-home network equipment, and VoIP phones.
Perform routine hardware and software maintenance and help ensure proper upkeep and utilization of systems.
Install and maintain network communication devices, cables, computer hardware, and associated components to support operating efficiency.
Assist with systems planning and analysis and recommend enhanced business solutions.
Assist in the design, analysis, evaluation, testing, and implementation of solutions.
Accurately document support requests received by phone, voicemail, ticketing system, or field support, including the requestor, problem, response time, resolution, and work completed.
Enter, maintain, and follow up on support requests and work orders according to priority and severity.
Maintain the request log and update user requests in the departmental tracking system when problems are resolved.