IT Support Analyst
IT Support Analyst
Position Summary :
As an IT Support Analyst, your primary responsibility is to provide technical assistance and support to end-users within the organization.
You will be tasked with troubleshooting hardware and software issues, ensuring the smooth operation of IT systems, and assisting employees with IT-related problems.
Additionally, you will play a crucial role in maintaining and improving the overall IT infrastructure.
Position Responsibilities
- Respond promptly to user inquiries, assess and troubleshoot technical issues, day to day inquiries
- Provide assistance 2nd level tickets and support for hardware, software, and network-related problems.
- Offer guidance to users on the effective use of technology resources.
- Diagnose and resolve hardware and software issues on desktops, laptops, and other devices.
- Investigate and troubleshoot network connectivity problems.
- Collaborate with other IT teams for complex issue resolution.
- Install, configure, and upgrade software applications and operating systems.
- Set up and deploy new computer systems and hardware.
- Ensure compatibility and integration of new technologies with existing systems.
- Perform routine maintenance tasks to ensure the optimal performance of IT systems.
- Monitor system performance, troubleshoot issues, and implement solutions.
- Execute backup and recovery procedures to safeguard data.
- Maintain accurate records of IT support activities, including service requests and resolutions.
- Maintain hardware inventory.
- Create and update documentation for IT processes, procedures, and configurations.
- Implement and enforce security measures to protect systems and data.
- Stay informed about cybersecurity threats and assist in implementing security best practices.
- Ensure compliance with IT policies and regulations.
- Conduct training sessions for end-users on IT tools and best practices.
- Share knowledge and expertise with colleagues to enhance the overall skill set of the IT team.
Qualifications and requirements
- Bachelor's degree in information technology, computer science, or a related field.
- 1-3 years of experience as an IT Support Analyst or in a similar role.
- Active directory, Office 365, and MDM experience.
- Strong knowledge of hardware, software, and networking technologies.
- Excellent troubleshooting and problem-solving skills.
- Customer-oriented with good communication and interpersonal skills.
- Ability to work independently and collaboratively within a team.
- Certifications such as CompTIA A+, Microsoft Certifications, or equivalent are a plus.
- Ability to travel to remote locations.
- Have a valid driver’s license with a clean record.
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