This position is responsible for serving as the first point of contact by providing prompt and professional resolution of requests in a fast paced, highly multitasked environment. The IT Support Analyst provides 1st & 2nd level support and tracking of PC hardware and software related issues.
Respond to requests for technical assistance via in person, phone and electronically.
Troubleshoot and resolve technical issues related to hardware, software, telecom and networks independently with little or no supervision.
Coordinate Help Desk Activities with regional and global team.
Work with different levels of the Technical support team to escalate more complex issues for resolution.
Provide Windows Active Directory user maintenance.
Research questions using available information resources.
Advise user on appropriate action.
Follow standard help desk procedures.
Log all help desk interactions via ticketing system.
Conducts follow up when needed to ensure closure of ticket.
Document processes, resolutions and send email communications to user base.
After hours technical support on an as-needed basis.
Stay current with system information, changes and updates.
Ability to work flexible hours and weekends to meet business/customer needs.
Participates in any and all reasonable work activities as assigned by management.
3-5 years providing end-user support for laptops, desktops, applications and telecommunications (Experienced in working with Windows Operating System and Microsoft Office suite software).
3-5 years installing, upgrading, troubleshooting and repairing networked computers.
Experience with Microsoft Active Directory user maintenance.
Experience with Windows Operating Systems.
Experience with Dell PC and Laptop hardware.
Experience with Wireless Networks and Mobile Solutions.
Experience with Avaya phone system.
Skilled in Active Directory.
Advanced skill set in Microsoft Outlook.
Excellent interpersonal, verbal and written communication skills.
Ability to deal effectively with all internal customers and external business contacts while conveying a positive, service oriented attitude.
Demonstrated ability to work independently.
Demonstrate ability to take direction and communicate effectively with remote team members.
Demonstrated experience troubleshooting technical issues, identify root cause resulting in a methodical resolution.
Proficient with MS Office applications (Excel, PowerPoint, Word, Outlook).
Ability to support and train end-users in hardware and software applications.
Understand technical information and translating it into terminology which corresponds to the end-user.
Ability to complete all designated training programs required for the position.
Ability to learn new technologies and apply them to current environments.
Ability to maintain complete confidentiality and discretion in business relationships and exercise sound business judgment.
Ability to learn and administrate proprietary software packages.
Lift up to 50 lbs.
Work in a fast-paced environment.
While performing the duties of this job, the employee is frequently required to stand, walk and sit
The employee must have use of hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; speak and hear.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.