Regional IT Support Analyst (225-1010)

The Regional IT Support Analyst plays a critical role in ensuring the smooth operation of IT systems across multiple locations within a designated region. This position is responsible for providing technical assistance and support to ensure the efficient resolution of end-user issues and to contribute to the overall reliability and effectiveness of IT services. The Regional IT Support Analyst will work closely with onsite and remote teams, leveraging technical expertise to troubleshoot and resolve technical issues, minimize downtime, and optimize user productivity across various settings, including offices, remote environments, and client-facing situations. The ideal candidate is a proactive problem solver, capable of communicating effectively with users at all levels of the organization, and demonstrates an ability to adapt to diverse technical environments and continuously evolving technology landscapes.

Responsibilities

• Provide first and second-level technical support to regional end-users and stakeholders.
• Diagnose and resolve hardware and software issues promptly to reduce system downtime.
• Maintain detailed records of user issues and resolutions in the IT support ticketing system.
• Coordinate with vendors and third-party service providers for equipment repairs and support.
• Assist in the installation, configuration, and maintenance of IT hardware and software solutions.
• Conduct scheduled maintenance checks and updates to prevent future technical issues.
• Provide end-user training and support on various software applications and IT procedures.
• Monitor and analyze regional IT trends and suggest improvements for increased efficiency.
• Participate in the deployment of new technologies and systems within the region.
• Liaise with other IT teams to ensure consistency across regional IT operations.
• Ensure all regional IT practices comply with organizational and industry standards.
• Contribute to the development and documentation of IT policies and procedures.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT support, preferably in a regional or multi-site capacity.
• Strong technical expertise in both hardware and software troubleshooting and support.
• Familiarity with network infrastructure, including routers, switches, and firewalls.
• Excellent communication skills with a focus on customer service and user satisfaction.
• Ability to work independently and manage multiple tasks with varying priorities.
• Requisite certifications such as CompTIA A+, Microsoft Certified IT Professional preferred.