IT Analyst

Responsibilities

• Provide prompt and accurate technical support, ensuring a high level of customer satisfaction.
• Perform desk-side Windows 10/11 workstation support in a networked office environment.
• Support MS Office 365 and Outlook configuration and troubleshooting.
• Install and configure software.
• Able to replace hardware (cards, system boards, etc.) in both desktops and laptops.
• Responsible for printer and network file share configuration and troubleshooting.
• Peripheral installations and configuration and troubleshooting.
• Supporting employee iPhone and Android cell phones and associated applications.
• Aid employees on computer/user moves, adds, and changes.
• Review trouble ticket queues, documenting support and diagnostic activities.
• Escalate problems as required.
• Accurately and effectively resolve and close assigned trouble tickets in accordance with SLA requirements.

Requirements

• 1-3 years’ prior experience providing customer support for Windows 10/11 and MS Outlook in a networked environment, including experience performing computer hardware, software, break/fix, and troubleshooting.
• 2 years’ prior experience supporting MS Office products (or other shrink-wrap software applications) including experience using a commercial trouble ticketing system (such as TrackIt) and the ability to track and document actions taken.
• 1-2 years’ experience replacing hardware in desktops and laptops.
• Outstanding customer service skills a REQUIREMENT.
• Strong oral and written communications skills.
• Excellent interpersonal skills.
• Successfully demonstrate the ability to work independently with minimal supervision.
• Proven record of diagnosing and troubleshooting workstation, application, peripheral, TCP/IP, and/or printer problems.
• Exhibit strong organizational skills and the ability to follow documentation procedures for daily tasks.
• Able to lift and carry computers (approximately 50 lbs.), crawl into tight spaces (such as under desks), and climb ladders as needed to install computers.

Skills

• Customer service skills.
• Oral and written communications skills.
• Interpersonal skills.
• Independent problem-solving skills.
• Diagnosing and troubleshooting workstation, application, peripheral, TCP/IP, and/or printer problems.
• Organizational skills.
• Ability to lift and carry computers.

Benefits

Occasional travel will be required to the surrounding area (day trips). Overnight trips are rare and infrequent but are occasionally necessary. Must be able to report to the office every day (Monday – Friday 8AM-5PM).

Pay

Details about pay are not specified in the job posting.

Schedule

Details about the schedule are not specified in the job posting.