The IT Support Analyst will provide customer-focused technical assistance related to computer hardware and software, mobile devices and other tech tools and products. This role will support internal clients, thoroughly document problems, steps to resolution, and aid in the creation of processes and procedures which help improve user experience. The analyst will direct unresolved issues to the next level support personnel, but continue to follow up with both customers and support personnel until resolution. They should have a good working knowledge of both PC and Mac hardware, networking, and common applications such as MS Windows and MS Office. This role should be able to independently troubleshoot and resolve low severity issues.

How You Will Spend Your Time?

  • Responds to, resolves and documents tickets from support
  • Serve as first point of contact for customers seeking assistance by phone, email, or in-person
  • Resolve general application and hardware issues, i.e.
  • Password Resets
  • File operation questions
  • MS Office questions
  • Hardware Support / replacement
  • Support Office 365 environment
  • Business Applications (e.g. ERP, SQL, SharePoint Online and POS systems, etc.)
  • Recognize and report trending issues in order to help resolve root causes before they become more widespread
  • Pass on feedback or suggestions by customers to the appropriate team for consideration
  • Identify and suggest possible improvements to existing procedures
  • Perform local and remote troubleshooting through diagnostic techniques
  • Work with others to determine the best solution based on evidence and details
  • Install, test and configure new workstations, printers, related peripheral and software
  • Modify configurations, utilities, software settings, etc. for local (Mac and PC)
  • Restore files from backup
  • Complete daily checklist of nightly processes and validate systems availability
  • Assign users and computers to proper groups in Active Directory or Azure AD
  • Perform onboarding/offboarding tasks
  • Create documentation for both users and other support personnel
  • Participate in after-hours on-call rotation for critical issues impacting the business at large
  • Willingness to maintain and grow skillset, actively participate in company-provided training, and reinforce new knowledge with certification exams
  • Participate in other work as required

Who You Are…

  • Excellent written and verbal communication
  • Associates degree in Computer Science or related field; may substitute equivalent experience and or certifications for educational requirement
  • Proficiency in written and spoken English
  • Customer-oriented and cool-tempered
  • Ability to absorb and document new knowledge quickly
  • Comfortable switching tasks quickly in a fast-paced environment
  • Knowledge of the following is required:
  • PC Setup and Deployment
  • Active Directory and Group Policy
  • Security Permissions Management
  • Hardware knowledge of both Mac and PC equipment and peripherals
  • Ability to perform basic network troubleshooting
  • MS Office
  • Office 365 Admin Center
  • Teams Administration
  • Teams Calling
  • Monitor and respond to requests received through the IT Support
  • Take ownership of requests, follow through and follow-up even after transferring requests to others
  • Regularly update customers on status and track progress
  • Document issues, steps taken and resolution
  • Ensure client satisfaction
  • Help enable users to solve their own problems by suggesting and publishing self-service portals
  • Work with users to help them understand functionality as needed
  • Train users on file system navigation
  • Train users on Microsoft Office Suite