IT Support Analyst

Responsibilities

• Researching, trouble shooting, and identifying solutions to resolve issues on both OS & Hardware.
• Maintain accurate inventory records and ensure appropriate stock levels of IT equipment and peripherals.
• Build and deploy end user hardware; from phones to laptops and peripherals.
• Aid with onboarding & offboarding duties, including end-user training.
• Troubleshoot and complete helpdesk tickets.
• Properly escalate unresolved issues in a timely manner to appropriate internal teams (e.g., Security/Encompass/Infrastructure teams).
• Document technical knowledge in the form of notes and manuals.

Qualifications and Skills

• A minimum of 3 years of experience with various operating systems; Windows preferred.
• A minimum of 3 years of experience with Microsoft 365 (i.e., Intune, Entra ID, Exchange, etc.).
• Technical Support, Desktop Support, or IT Helpdesk: 3-5 years (preferred).
• High School Diploma or equivalent.
• Hands-on experience in hardware troubleshooting skills and call vendor for replacement.
• Knowledge of Microsoft Office Products (Office 365).
• Knowledge of Network concepts (VLANs, VPN, LAN, WAN & Wi-Fi).
• Experience with printer support and troubleshooting.
• Conference room audio & video support.
• Knowledge of ITIL framework and best practices.
• Ability to diagnose and troubleshoot technical issues.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal to non-technical staff.
• Certification in Microsoft, CompTIA, or Cisco is a plus.
• Previous work experience in Technical Support, Desktop Support, IT Help Desk Technician, or similar role.