IT Support Analyst

About the role

The IT Support Analyst provides 1st-level support and resolves IT issues, including internal assistance at the St. Louis headquarters and remote staff.

Responsibilities

• Respond to user service requests and incidents and provide timely technical support following established SLAs and KPIs.
• Troubleshoot first-line technical issues.
• Diagnose and resolve hardware and software issues related to laptops, phones, printers, and other peripherals.
• Escalate complex issues as required to appropriate support.
• Set up hardware for end-user deployment as needed.
• Install, configure, and maintain software applications, operating systems, and network components.
• Collaborate with other IT teams to escalate complex issues and ensure timely resolution.
• Document support requests, solutions, and troubleshooting steps in a knowledge base.
• Absorb user account management, password resets, and access permissions.
• Maintain IT inventory, including hardware and software licenses.
• Assist with mobile device setup, configuration, and troubleshooting (e.g., smartphones, tablets).
• Participate in cross-functional projects and initiatives.
• Participate in on-call rotations for after-hours support.
• Perform other duties as assigned.

Requirements

• Associate degree in Computer Science, Information Technology, or related field, or 3+ years of experience in IT support, help desk, or technical troubleshooting.
• Strong knowledge of Windows operating systems. MacOS is a plus.
• Knowledge of Active Directory, Microsoft Office 365, and basic networking.
• Excellent problem-solving skills and the ability to learn quickly.
• Teamwork-driven.
• Customer-oriented approach with effective communication and interpersonal skills.

Qualifications

• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, HDI, or ITIL Foundation are a plus.
• Able to pass an extensive screening process including a background check and drug screen.
• Multi-tasking and ticket prioritization.
• Clear written and verbal communication with technical and non-technical users.
• Email and ticket documentation proficiency.
• Patience and empathy with frustrated end-users.
• Professional demeanor under pressure.
• User-focused problem-solving approach.
• First-contact resolution mindset.
• Ability to follow training materials and documentation.
• Documentation of solutions for future reference.
• Ability to follow checklists and standard procedures.
• Time estimation and deadline awareness.
• Ability to research solutions independently.

Benefits

• Comprehensive benefits: Medical, dental, and vision insurance plans, 401(k) with employer matching contributions, paid time off (PTO) policy, paid holidays, disability coverage, and life insurance options.
• Career growth: Many potential opportunities to work with higher-level teams within IT and the business overall globally.

Pay

Competitive Salary: $25 / hour

Schedule

Work Site Location: St. Louis, MO
Set Schedule: Monday through Friday, 9:00 a.m. to 6:00 p.m.

Additional Information

This position may require long hours and weekend work as needed and assigned by management.