IT Technical Support Analyst

DUNCAN PARNELL INC•Charlotte, NC

About The Position

Job Description: IT Technical Support Analyst Position Overview We are seeking a detail-oriented and tech-savvy IT Technical Support Analyst to join our team. This individual will play a crucial role in maintaining and optimizing our IT infrastructure, ensuring seamless operations, and supporting our team with their technical needs. This position requires 10-20% travel. The ideal candidate will also have a strong background in Windows 11 and macOS environments, cybersecurity, and IT systems management. Key Responsibilities Device Imaging & Management Remotely image and configure laptops for both Windows 11 and macOS environments. Ensure all devices are updated, secure, and compliant with organizational standards. Network & DNS Management Manage IP addresses, DNS entries, and related network configurations. Troubleshoot and resolve connectivity issues efficiently. Helpdesk Operations Oversee and resolve helpdesk tickets, ensuring timely responses and high customer satisfaction. Document recurring issues and propose solutions to minimize downtime. Inventory & Asset Management Assist in organizing and managing IT inventory, including tracking and lifecycle management. Ensure accurate records of assets for budgeting and planning purposes. IT Documentation & Policy Creation Develop and manage IT-related forms and cybersecurity policies. Ensure compliance with regulatory standards and best practices. Authentication & Access Management Administer Duo authentication, manage passwords, and configure VPN access for users. Monitor and resolve access-related issues proactively. Server & System Updates Maintain and execute a server update schedule, ensuring regular updates and maintenance for servers and computers. Monitor server health and address potential issues proactively. Payment Systems Support Manage and configure TriPOS credit card machines and their associated IP addresses. Troubleshoot and resolve issues with payment systems as they arise. GoTo Phone Administration Configure, manage, and troubleshoot GoTo Phone systems for efficient communication. Ensure proper setup and operation of VoIP systems across the organization. Email Spam Filtering Operate and manage the Barracuda spam filter, ensuring email security and minimizing threats. Regularly update spam filter configurations to align with evolving threats. Mobile Device Management Purchase and order Verizon phones, ensuring devices meet organizational needs. Manage mobile device inventory and support end-user issues. Procurement & Vendor Management Assist with IT-related procurement, including hardware, software, and telecommunications equipment. Establish and maintain vendor relationships for optimal pricing and support. Required Skills & Qualifications Proven experience with Windows 11 and macOS environments. Strong understanding of IP address management, DNS configurations, and networking principles. Familiarity with Duo authentication, VPN technologies, and cybersecurity best practices. Experience with helpdesk ticketing systems and IT asset management tools. Proficiency in managing and updating Windows Server environments. Familiarity with GoTo Phone administration and VoIP technologies. Experience with spam filters like Barracuda. Willingness to travel for work-related assignments. Excellent organizational skills and attention to detail. Strong problem-solving skills and the ability to work independently. Why Join Us? Being part of a dynamic team that values innovation and collaboration. Opportunities for professional development and growth. A role that directly impacts the efficiency and security of the organization. This position offers a unique opportunity to work on diverse IT challenges and contribute significantly to the organization's success. If you're ready to bring your expertise to a rewarding role, we encourage you to apply! Requirements Preferred Qualifications Certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals. Bachelor’s or Associate degree in a computer related field preferred. 1-2 years’ experience in a computer related field. Experience in creating IT documentation and policies. Understanding of inventory management software. Ability to travel 10-20% of the time.

Requirements

Proven experience with Windows 11 and macOS environments.
Strong understanding of IP address management, DNS configurations, and networking principles.
Familiarity with Duo authentication, VPN technologies, and cybersecurity best practices.
Experience with helpdesk ticketing systems and IT asset management tools.
Proficiency in managing and updating Windows Server environments.
Familiarity with GoTo Phone administration and VoIP technologies.
Experience with spam filters like Barracuda.
Willingness to travel for work-related assignments.
Excellent organizational skills and attention to detail.
Strong problem-solving skills and the ability to work independently.

Nice To Haves

Certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals.
Bachelor’s or Associate degree in a computer related field preferred.
1-2 years’ experience in a computer related field.
Experience in creating IT documentation and policies.
Understanding of inventory management software.
Ability to travel 10-20% of the time.

Responsibilities

Remotely image and configure laptops for both Windows 11 and macOS environments.
Ensure all devices are updated, secure, and compliant with organizational standards.
Manage IP addresses, DNS entries, and related network configurations.
Troubleshoot and resolve connectivity issues efficiently.
Oversee and resolve helpdesk tickets, ensuring timely responses and high customer satisfaction.
Document recurring issues and propose solutions to minimize downtime.
Assist in organizing and managing IT inventory, including tracking and lifecycle management.
Ensure accurate records of assets for budgeting and planning purposes.
Develop and manage IT-related forms and cybersecurity policies.
Ensure compliance with regulatory standards and best practices.
Administer Duo authentication, manage passwords, and configure VPN access for users.
Monitor and resolve access-related issues proactively.
Maintain and execute a server update schedule, ensuring regular updates and maintenance for servers and computers.
Monitor server health and address potential issues proactively.
Manage and configure TriPOS credit card machines and their associated IP addresses.
Troubleshoot and resolve issues with payment systems as they arise.
Configure, manage, and troubleshoot GoTo Phone systems for efficient communication.
Ensure proper setup and operation of VoIP systems across the organization.
Operate and manage the Barracuda spam filter, ensuring email security and minimizing threats.
Regularly update spam filter configurations to align with evolving threats.
Purchase and order Verizon phones, ensuring devices meet organizational needs.
Manage mobile device inventory and support end-user issues.
Assist with IT-related procurement, including hardware, software, and telecommunications equipment.
Establish and maintain vendor relationships for optimal pricing and support.