IT Support Analyst

• Receives calls, emails and support tickets from users having problems using computer software, hardware, networking (i.e., Wi-Fi or VPN), cloud-based services and other software and services used by the company.
  
• Prioritize, assess, troubleshoot, resolve and document reported issues or request for assistance from users. Works with hardware, software and cloud-based vendors as needed in resolving issues.
  
• Performs or assists end users with systems updates and configuration changes.
  
• Utilizes existing processes or recommends new procedures to increase efficiency.
  
• Responds to and troubleshoots end-user technical service requests including logging, researching, tracking, and resolving issues.
  
• Produces documentation on commonly reported issues and specific user issues for both internal IT and end user use.
  
• Provide remote assistance for users.
  
• Monitors and maintains current inventory of assets to ensure availability for future needs based upon company requirements.
  
• Ability to determine issues that could affect multiple users and create an initiative-taking plan of action to resolve company wide.
  
• Provision equipment and software for new hires including active directory and email creation. Issue equipment and provide initial training for operation for new hires.
  
• Working knowledge of Active Directory and MS Exchange to add/remove users and change configuration as per company policies.
  
• Familiarity with various operating systems and platforms
  
• Excellent communication skills and a problem-solving attitude.
  
• Assist with maintenance and troubleshooting of network hardware and software such as routers, bridges, gateways, and servers.
  
• Assist with performing necessary steps for generating and installing new software releases or corrective changes on any desktop or server.
  
• Assist with installing, troubleshooting and maintenance of company-wide E-mail and other company critical systems.
  
• Assist with monitoring, maintaining and/or reconfiguring servers to achieve company goals.
  
• Maintain confidentiality of all data and processes at all times.
  
• Advanced knowledge of Excel, Word, and PowerPoint to assist users with specific tasks.
  
• Experience with Servers, Networking, Active Directory and Microsoft Exchange.
  
• Excellent problem-solving skills.
  
• Other duties assigned.
  

Requirements

• High School Diploma/GED required. Bachelor’s degree in Information Systems, Information Technology, or Information Systems Management preferred.
  
• Minimum of five (5) years’ experience administering desktop, networked computer systems and peripherals.
  
• Experience in administrating servers a plus.
  
• Proficient in macOS and iOS.
  
• Ability to create scripts in Python, Perl, VB or other languages.
  
• Familiarity with various operating systems and platforms.
  
• Excellent communication skills and a problem-solving attitude.
  
• Ability to pay attention to detail.
  
• Must work effectively with all staff members at all levels including, but not limited to members of management, sales team members, job level project managers, and vendors and customers.
  
• Ability to complete tasks of differing priorities without close supervision.
  
• Excellent written and verbal communication skills
  
• Availability outside of working hours to resolve issues for a global company
  
• Outstanding administrative and organizational skills
  

Benefits

Our Commitment to You

• Competitive and comprehensive medical, prescription drug, disability, and ancillary coverage for employees and their eligible dependents.
  
• Vision Insurance
  
• Dental Insurance
  
• Company-paid basic life and AD&D insurance with low-cost voluntary for employees and eligible dependents.
  
• Health Savings Account (HSA) Option
  
• Paid Time Off (PTO)
  
• Employee Assistance Program
  
• Employee Discount Program
  
• 401(k) Savings Plan – Company matched contributions