IT Support Analyst (225-1015)

The IT Support Analyst plays a crucial role in ensuring the smooth operation of technology systems within an organization. This position is pivotal for maintaining the efficiency and functionality of computer systems and networks. The IT Support Analyst will act as the primary point of contact for users encountering various technological issues. Their expertise will help diagnose, troubleshoot, and resolve problems, ensuring minimal disruption and maximum efficiency. They are responsible for providing responsive, customer-centric service and will play a key role in maintaining IT infrastructure and implementing new technologies. The ideal candidate would possess strong problem-solving skills, technical expertise, and the ability to communicate effectively with personnel of varying technical proficiency.

Responsibilities

• Provide first-level support for all IT-related issues and escalate as required.
• Diagnose and troubleshoot hardware, software, and network connectivity problems.
• Ensure timely resolution of user incidents and service requests.
• Install, configure, and update desktop hardware and software applications.
• Maintain and update inventory records for hardware and software assets.
• Assist in the implementation of IT policies and security procedures.
• Coordinate with vendors for repair and maintenance of IT equipment.
• Create and manage user accounts, access permissions, and security settings.
• Document processes, technical configurations, and troubleshooting steps.
• Participate in continuous improvement initiatives for IT support processes.
• Collaborate with other IT team members to manage project tasks and initiatives.
• Provide training and guidance to users on technology best practices.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• At least 2 years of experience in a similar IT support role.
• Strong knowledge of Windows, macOS, and Linux operating systems.
• Excellent troubleshooting and problem-solving skills in varied IT environments.
• Familiarity with networking protocols, including TCP/IP and DNS.
• Excellent verbal and written communication skills for user interactions.
• Ability to prioritize and manage multiple tasks within set deadlines.
• Experience with ITIL practices and knowledge of its frameworks.