IT Support Analyst

Provides technical support by phone and live chat to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software applications.

Support and maintenance of PCs including but not limited to:

• Complete PC setup and deployment for new employees using standard hardware, images, and software.

• Train new employees on the use of PC and other networked equipment using standard training documents.

• Assign users and computers to proper business groups in Active Directory.

• Perform timely workstation hardware and software upgrades.

• Troubleshoot and resolve hardware, connection, and software issues reported

• Coordinate with authorized vendor for PC hardware repair.

• Monitor and remove virus, spy-ware, and other non-authorized software.

• Maintain and/or coordinate local hardware inventory

• Maintain local office network devices and print server

• Install and upgrade network devices as required

• Report server issues to appropriate networking teams and assist in troubleshooting

• Setup and maintain network printers, scanners, and multi-function devices as well as facilitate repairs

Complete various projects and tasks as assigned as such:

• IT focus groups

• Remediation projects (OS and Hardware).

• Reconciliation of licenses associated with locally purchased software.

• Coordinate with local vendors for cabling, HVAC, phone system, printer/fax, and other IT related facilities maintenance.

• Tasks related to potential office remodels or relocations

• Support firm software

• Support Desktop Management with post-mass deployment issues of standard software

• Provide IT support for local software within region

• Upgrade local server software as necessary

EDUCATION

• Associate degree in Information Systems, Business, or related field, or equivalent experience.

TECHNICAL/SOFT SKILLS

• Working knowledge of hardware and applications including but not limited to:

  • Microsoft Windows OS, MS Office Suite, asset management, Microsoft Active Directory, computer imaging software, ServiceNow, endpoint security & protection, enterprise backup solutions, hard disk encryption software, PC hardware, printers, and other networked equipment.

SPECIAL REQUIREMENTS SPECIFIC TO JOB

• Excellent verbal and written communications

• Demonstrates a working knowledge of the technology tools required within assigned responsibilities

• Effective organization and time management skills

• Ability to manage multiple tasks

• Strong attention to detail

• Ability to handle constantly changing flow of traffic, remain productive during slow times, be able to multitask effectively during busy times and exercise patience and professionalism during stressful situations.

• Ability to work in a highly collaborative environment and consult effectively with employees at all levels.

EXPERIENCE

• 1-3 years relevant experience in IT or Customer Service.

MANAGEMENT

• N/A

PREFERRED REQUIREMENTS

• Bachelor’s degree