IT Support Analyst

Position Description

We are seeking an IT Support Analyst to join our growing IT team. The IT Support Analyst will provide critical support for a variety of IT systems, applications, and infrastructure. If you are a problem solver with hands-on technical experience, excellent customer service skills, and the desire to grow within the IT field, we want you on our team.

Key Responsibilities

• Technical Support: Provide support for end-users across hardware, software, network, and system-related issues. Assist in troubleshooting more complex technical problems and escalate appropriately.
  
  
• Incident & Problem Management: Take ownership of incidents, ensuring timely resolution. Perform root cause analysis for recurring issues and implement solutions to prevent reoccurrence.
  
  
• Hardware and Software Support: Install, configure, maintain, and troubleshoot IT hardware (e.g., laptops, desktops, printers) and software applications. Handle escalations that require advanced configuration or troubleshooting skills.
  
  
• Network & Connectivity Support: Assist with network issues, including troubleshooting connectivity problems and supporting VPN, Wi-Fi, and LAN-related issues.
  
  
• End-User Training & Documentation: Provide training to end-users on new systems and applications, ensuring they have the necessary knowledge to effectively utilize company technology. Contribute to maintaining and improving knowledge base and documentation for end-user self-service.
  
  
• IT Project Support: Assist with IT projects, including system upgrades, software deployments, and hardware refreshes. Provide hands-on support and troubleshooting during the project lifecycle.
  
  
  
• Collaboration with IT Teams: Work closely with other IT teams (e.g., System Administrators, Network Engineers) to escalate and resolve more complex issues and contribute to cross-functional project initiatives.
• Vendor Management: Work with third-party vendors to coordinate support services, hardware repairs, and software troubleshooting when necessary.

Required Education & Qualifications

• Education: Associate’s degree in Information Technology, Computer Science, or related field (Bachelor's degree preferred); relevant certifications such as CompTIA Network+, ITIL Foundation, or Microsoft Certified Solutions Associate (MCSA) are a plus.
  
  
• Experience: 2+ years of experience in IT support, preferably in a Service Desk or IT Support role.
  
  
• Technical Skills:
• Strong experience with troubleshooting hardware (desktops, laptops, printers, etc.) and software (Windows, macOS, Office 365, etc.).
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPNs.
• Hands-on experience with operating systems (Windows Server, Linux) and virtualization platforms (VMware, Hyper-V).
• Knowledge of Active Directory, user account management, and basic server administration.
• Experience with ServiceNow ITSM.
  
  
• Problem-Solving: Strong analytical skills and ability to resolve complex technical issues quickly and efficiently.

• Communication Skills: Excellent verbal and written communication skills. Able to explain technical issues clearly to both technical and non-technical users.

• Customer-Focused: High level of customer service skills, with the ability to build strong relationships with end-users and other IT teams.

• Organizational Skills: Strong time management skills with the ability to prioritize multiple tasks and handle a varied workload.