Sr IT Support Analyst

Advantage Sales & Marketing dba Advantage Solutions•Saint Louis, MO

1d•Onsite

About The Position

The Sr IT Support Analyst is a role that combines technical expertise with leadership and problem-solving skills. They are responsible for providing advanced technical support, troubleshooting complex issues, and often serve as mentors or team leads within an IT support team.

Requirements

Associate's Degree (Required) or Bachelor's Degree (Preferred) in Computer Science, Information Technology, or a related field
5+ years of experience in customer service, information technology support, or a related field.
Strong technical knowledge of hardware, software, operating systems, and network technologies.
Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
Proven leadership and mentoring abilities.
Familiarity with IT service management (ITSM) tools and ticketing systems.
IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) may be advantageous.

Responsibilities

Provide advanced technical support and expertise to resolve complex IT issues, including hardware and software problems, network connectivity, and system errors.
Troubleshoot and resolve escalated support tickets.
Act as a mentor to junior IT support staff, assisting in their professional development and providing guidance on technical problem-solving.
Share knowledge and best practices with the team.
Maintain and update comprehensive documentation of technical solutions, troubleshooting procedures, and knowledge base articles.
Contribute to the creation and improvement of support documentation.
Investigate, diagnose, and resolve IT issues efficiently to minimize downtime and disruption.
Escalate issues to higher-level support or vendors when necessary, ensuring timely issue resolution.
Assist in managing IT assets, including hardware and software inventory, equipment tracking, and license compliance.
Collaborate with asset management teams.
Provide training to end-users on IT systems, applications, and best practices.
Create user guides and documentation to facilitate self-service and user empowerment.
Identify opportunities for process improvement within the IT support function.
Propose and implement enhancements to streamline support operations.
Work with other IT teams, such as network administrators, system administrators, and security personnel, to resolve complex technical issues and support overall IT initiatives.