IT Support Analyst (225-1010)

The IT Support Analyst is a crucial member of an organization's technology team, responsible for ensuring the smooth operation and functionality of computer systems and software. This position involves troubleshooting hardware and software issues, providing end-user support, and maintaining IT infrastructure. The role requires a combination of technical expertise, problem-solving skills, and excellent communication abilities. The IT Support Analyst must work collaboratively with other IT professionals to develop and implement technology solutions that meet organizational needs. With a focus on customer service, the IT Support Analyst plays a key role in minimizing downtime, maintaining data integrity, and enhancing overall operational efficiency. An ideal candidate is detail-oriented, adaptable, and capable of managing multiple tasks in a fast-paced environment.

Responsibilities

• Provide first and second-level technical support to end users across the organization.
• Troubleshoot and resolve hardware, software, and network connectivity problems.
• Conduct regular maintenance and upgrades on computer systems and related peripherals.
• Install, configure, and update operating systems and software applications as needed.
• Document and track issues and resolutions using a ticketing system for future reference.
• Offer technical guidance and training to users on IT tools and best practices.
• Coordinate with vendors for external support and equipment repairs when necessary.
• Ensure data security and protection through regular updates and system checks.
• Monitor system performance and perform regular troubleshooting to improve efficiency.
• Participate in IT projects, providing input on user requirements and system design.
• Create and maintain comprehensive documentation related to IT systems and processes.
• Respond promptly to IT support requests, prioritizing tasks to manage workflow effectively.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related discipline.
• Proven experience as an IT Support Analyst or in a similar technical role.
• Strong knowledge of computer hardware, software, and network systems.
• Excellent problem-solving skills with a proactive approach to issue resolution.
• Familiarity with ticketing systems and IT service management best practices.
• Effective communication skills, both verbal and written, with an emphasis on clarity.
• Ability to work both independently and collaboratively within a team environment.