Support Analyst I

ICM Ventures Inc•Colwich, KS

9d•Onsite

About The Position

This role provides the most visible line of technical support in the company’s IT organization. The resource should have a friendly demeanor with the ability to comfortably deescalate a situation. Equal to the social side of the equation, the employee should have an aptitude for research and can quickly ‘become an expert’ on new technologies. Finally, this is a very hands-on role which involves substantial end-user interaction. Perform all responsibilities in accordance with ICM’s corporate values of Innovation, Ownership, Humility, Collaboration, and Stewardship.

Requirements

High school diploma or equivalent required
Experience supporting desktops at an organization of 100+ employees required
Knowledge of basic computer hardware, switches, routers and wireless required
Microsoft Windows client operating systems and related administrative tools experience required
MS Office and Outlook experience required
Must possess valid driver’s license with no restrictions

Nice To Haves

College degree in related field preferred
M365/Azure/Entra ID experience preferred
Networking, VPN, TCP/IP, and general networking concepts preferred
Management and support of cellular services preferred

Responsibilities

Resolve support requests via office visit, telephone, or e-mail in a prompt, effective and courteous manner. Customers include local, remote, and field/roaming users.
Support end-users with various issues, including: Laptop & desktop hardware, Microsoft Windows operating systems and associated software products, Microsoft 365/Office365 and associated applications, Audio-video conference technology, Apple and other mobile device platforms, Printers and network copiers, Network & wireless troubleshooting, including guest support
Identify trends in user behavior and incidents, researching patterns that should be further investigated and coordinate with IT support team members for escalation and assistance of more critical or complex issues
Maintain and execute recurring maintenance for hardware and software solutions
Follow standard Support operating procedures; maintain records of daily data communication transactions, problems and actions taken
Complete end-user install/move/add/change requests in manner consistent with licensing requirements
Provide end-user support for company badging system
Coordinate with cellular carriers to help oversee company’s mobility services, hardware, subscriptions, and users
Coordinate oversight and execution of IT projects, working with business leaders as required
Help maintain and oversee inventory levels