IT Systems Support Analyst

Edwards Electrical & Mechanical Inc.•Indianapolis, IN

1d•Onsite

About The Position

This role involves providing technical support to end-users, troubleshooting hardware, software, and telecommunication issues, and ensuring the smooth operation of computer systems. The analyst will also be responsible for user onboarding/offboarding, hardware repair/replacement, software updates, vendor coordination, and mobile device management. The position requires excellent customer service skills, the ability to work independently or as part of a team, and strong communication skills. Occasional travel to remote offices may be required.

Requirements

Support a variety of users with divergent needs and skill levels
Ability to work independently, as part of a project team, or collaboratively to make necessary decisions and respond to emergencies effectively
Communicate technical and complex information in verbal and written form.
Identify trends and make suggestions for technical modifications to resolve existing and future problems.
Windows 11, Widows 10, Microsoft Office 65, Autodesk, web conferencing, copiers/MFP printers
iPhones, iPads, MDM device management, cellular modems and hotspots
Basic TCP/IP networking skills (DHCP, DNS, VPNs), Unifi access points, Meraki security appliances

Nice To Haves

Bachelor's degree preferred
Experience supporting remote users distributed over several locations

Responsibilities

Log, process, and prioritize help desk issues
Diagnose, troubleshoot, research, and solve hardware, software, and telecommunication issues.
Provide exceptional customer service in person, via phone, and email.
Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware and software.
Train end users and write instructions/documentation as necessary
New user onboarding and terminated user offboarding
Repairing/replacing damaged and outdated hardware and mobile devices.
Installing software updates and patches.
Coordinate with vendors as needed to assist with support activities.
Mobile device management using MDM tools.
Occasional travel to remote offices
Follow up with users to ensure full resolution of issues.