IT Support Analyst

The IT Support Analyst will be responsible for providing first and second line technical support to end users on various issues and problems relating to hardware, software, and peripherals. This role will also be responsible for responding to, documenting, and resolving service tickets in a timely manner. The primary focus of this position will be US staff and operations, but it will be part of an international IT team providing global support when needed.
Duties and Responsibilities:

• Perform root cause analysis, develop checklists for typical problems, and recommend procedures and controls for problem prevention.
• Take ownership of user problems, technical diagnosis, and issue resolution for onsite or remote-based employees.
• Configure, issue, and support end-user hardware, including desktops, laptops, smartphones, tablets, and computing accessories.
• Oversee asset and stock management.
• Maintain accurate records of user issues and solutions in the knowledge base.
• Systems administration, including Active Directory, Office 365, and a variety of web-based SaaS products.
• Work with HR/Line Managers to ensure new starter equipment is ready for their first day.
• Train staff on applications and systems, including ability to create clear, concise, and useful tech guides for all staff.
• Basic administration of corporate IP phone system and mobile phone account maintenance.
• Performs other duties as assigned

Skills and Requirements:

• Demonstrated experience working with IT.
• Strong knowledge of technology and various software systems
• Experience administering Office 365, Windows Server, and Active Directory (AD) is required.
• Ability to learn new tech- gadgets and software systems and use them effectively.
• Experience supporting Microsoft Office projects.
• Knowledge of Microsoft based desktops and server operating systems.
• Excellent communication skills via phone and in writing.
• Self-motivated with an ability to learn and progress skills and knowledge within the IT industry.
• New PC/laptop builds and mobile device setup
• User creation
• Diagnosing hardware/software issues
• Prioritizing incidents
• Network connectivity issue resolutions
• Printer troubleshooting
• Exchange
• Creation of technical documentation
• Entra ID/Intune

Education and Experience:

• Bachelor’s degree in Information Technology, a plus
• 2+ years in a help desk support role, required

Physical Requirements:

• Ability to sit and stay focused for long periods of time
• Vision correctable to 20/20
• Finger dexterity for keyboarding and computer usage