IT Analyst I

About the role

We are looking for an IT Analyst who will prioritize end user requirements, support the implementation, documentation, and troubleshooting of IT Service Desk systems, and collaborate with team members to deliver tasks and achieve milestones. In this role, you should be highly analytical with excellent communication skills and problem-solving abilities to understand and address business needs.

Responsibilities

• Communicate with stakeholders to understand their requirements.
• Troubleshoot hardware and software issues.
• Install and configure hardware and software components.
• Develop, test, and implement IT systems to further business objectives.
• Set up new user accounts and profiles and handle password issues.
• Support implementation or execution of new and/or current processes and procedures that aid in the efficiency of managing and expanding IT Service Desk operations.
• Perform research, analysis, and implement software patches or hardware changes needed for any security or computer-related deficiencies.
• Aid in evaluation and testing for troubleshooting purposes.
• Meet and/or exceed own SLA thresholds and monitor service desk requests created by users.
• Participate in team meetings; provide input on intelligent solutions to improve efficiency.
• Conduct regular monitoring of own KPI (Key Performance Indicators) to ensure compliance.
• Provide support for devices managed by MDM (Mobile Device Management) tools, including addition of devices, maintenance, and reporting.
• Help ensure workstations are properly maintained by leveraging patching and software systems management tools.
• Support workstation compliance checks to meet Data Governance and Security policies thresholds.
• Maintain up-to-date records for inventory and management systems for assigned and retiring equipment.
• Follow Change Management procedures as necessary.
• Support users with Office 365 maintenance tasks.
• Support and expand internal IT Service Desk documentation to include lessons learned and customer-centric answers for FAQs.
• Collaborate with inter-departmental groups to provide efficient solutions to customers’ requests.
• Use independent discretion over matters of significance.
• Perform other duties as required or assigned.

Requirements

• Proven experience as an IT Analyst, IT Consultant, or similar role.
• Actively participating in an education program on Information Technology, Computer Engineering, or related field.
• Moderate understanding and practical experience with Microsoft and Linux Server Technologies.
• Knowledge of widely accepted information security principles and practices.
• Ability to work a flexible schedule, including days, nights, weekends, and holidays, and participate in on-call rotation.
• Problem-solving aptitude.

Benefits

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire (high-speed internet, video service, phone, and security service)
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks