Position Overview:

The IT Support Analyst will provide primary technical support, onsite and remotely, to end-users on various technical issues and problems on multiple platforms including desktops, laptops, mobile devices and other peripherals. They will also perform root cause analysis, develop checklists for typical problems and recommend procedures, controls, and user training for problem prevention. The IT Support Analyst will be supporting users across the US with tier 1 and tier 2 issues. They will be responsible for responding to, documenting, and resolving service tickets in a timely manner to meet Service Level Agreement (SLA). The IT Support Analyst must have excellent communication and problem-solving skills to diagnose, evaluate and resolve complex situations, or when appropriate, escalate or route them to appropriate IT team members. This position may require independent work, sharing information and assisting others with support issues or projects.

Core Responsibilities:

• Provide exceptional customer service in person, via phone or web conference, and email as appropriate
• Resolve help desk issues including troubleshooting hardware and software issues
• Perform user administration duties, using strict security protocols
• Configure user applications according to documented standards
• Administer e-mail accounts an lists using either Google Workspace or Office365
• Configure laptops, desktops, and mobile device, as needed
• Configure and deploy IP phones and service
• Assist with basic network implementation and support across multiple sites, including firewall configuration, wi-fi access point management and switch configuration
• Manage the helpdesk ticket queue to ensure that all service tickets are dealt with quickly and efficiently
• Provide assistance and backup to the other members of the support team
• Ensure that all critical matters are either dealt with in an efficient manner or escalated to the appropriate person as required to resolve
• Document resolutions and update knowledge base
• Other responsibilities, as required, to support the IT team

Critical Skills & Attributes:

• Effective process and technical training skills
• Strong problem-solving and analytical skills to identify issues and develop effective solutions
• Strong written and verbal communication skills to convey technical information clearly to non-technical stakeholders
• Basic hardware, operating system and web application knowledge to provide technical support

Preferred Knowledge and Skills:

• Minimum 2 years of hands-on experience working in an end-user desktop support role or computer operations environment required.
• Microsoft Office and Office365
• Service Minder and Google Workspace experience preferred
• Windows and Mac OS
• Remote Desktop support
• Chrome browser
• Active Directory
• Exchange and Outlook
• Experience diagnosing VOIP handsets or softphones, helpful
• TCP/IP, DNS and DHCP, basic understanding of switch and firewall configuration
• Remote support for mobile devices
• Basic understanding of AI and prompting
• Understanding of anti-virus and related security products and protocols
• Experience of working with a helpdesk management system, maintaining exceptional customer service levels, working in a team environment

Required Experience & Qualifications: 

• 2+ years of experience in an IT environment supporting users and processes
• Strong analytical and problem-solving skills
• Excellent communication and collaboration skills
• Familiarity with IT frameworks and tools