IT Support Analyst

Primary Duties and Responsibilities

• Promote a strong quality culture throughout the company maintaining Cooper Steel’s core priorities: Safety, Quality, Production
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Field incoming help requests from end users via both telephone, e-mail, and chat/SMS in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications (in person or through remote access)
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Develop help sheets and frequently asked questions lists for end users
• Assist in enterprise level software implementations as needed

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 2 years of experience in IT support or a related field
• Strong problem-solving skills and ability to work independently
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite and common IT support software

Skills

• Strong troubleshooting and diagnostic skills
• Ability to work effectively in a fast-paced environment
• Knowledge of network infrastructure and protocols
• Experience with remote access and virtual assistance tools

Benefits

• Competitive salary
• Health insurance coverage
• 401(k) retirement plan
• Flexible work schedule
• Professional development opportunities

Pay

• $50,000 - $60,000 annually

Schedule

• Full-time position
• Monday through Friday, 8:00 AM - 5:00 PM