IT Support Analyst

Cooper Steel · Nashville, TN · 6 days ago

Information TechnologyFull-time

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

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

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