IT Support Analyst

Responsibilities

• Establish a strong relationship with business stakeholders and the General (Office) Manager.
• Coach IT Support Analyst(s) as needed.
• Conduct team meetings in the absence of the team's leadership.
• Monitor work orders and incident management system to ensure timely resolution of all tickets.
• Manage, troubleshoot, and resolve cases with standard, high, and critical severities.
• Aid in process improvements for Corporate IT User Support Operations.
• Oversee IT processes for onboarding and offboarding employees, including administering and maintaining end-user accounts, permissions, and access rights.
• Support VPN connectivity software, preferably with ForiToken security key.
• Support remote users through various connectivity options.
• Interact with Corporate IT NOC, Corporate IT Telecom, Corporate IT Ops/Apps, and vendor’s technical support group as needed to enhance streaming performance and troubleshoot system outages.
• Work with various Corporate IT groups to plan, test, and implement desktop automation initiatives and business applications.
• Document procedures and transfer knowledge to IT Support Analyst(s) as needed to ensure proper and timely support services to the user community.
• Responsible for site’s asset management, including hardware and software inventory assessment and working with the IT Support Analyst Lead to establish and update procurement thresholds.
• Provide office conference room support, including maintaining, troubleshooting, and supporting AV systems.
• Offer Corporate IT Priority Support to the Corporate Executive team as needed.
• Imaging computers and assisting with maintaining imaging servers and updating images.
• Assist the IT Support Analyst Lead in managing local servers, including file, print, and backup servers and their associated operating systems and software.
• Assist the IT Support Analyst Lead in managing all local network hardware and equipment, including routers, switches, hubs, and UPSs.
• Ensure network connectivity of all workstations.
• Administer all IT equipment, hardware, and software upgrades/refreshes.
• Assist the IT Support Analyst Lead in performing system backups and recovery.
• Work on special projects.

Requirements

• Bachelor’s degree in Information Technology or equivalent work experience of at least 5 years.
• Plus certifications in CompTIA A+, HDI, ITIL, PMP, CAPM, or Six Sigma.
• Working technical knowledge of network and PC operating systems, including Active Directory, Windows 10, and VPN.
• Extensive application support experience with Google Workspace, RingCentral, and Microsoft Office 365.
• Working technical knowledge of current network hardware, protocols, and standards, including Dell servers.
• Hands-on hardware troubleshooting experience with Dell and Lenovo desktops and laptops.
• Experience with virtualization or virtual machines such as Hyper-V or VMware.
• Working technical knowledge of computer imaging tools.
• Working knowledge of MAC Mini and Macbook Pro.
• General knowledge of IT security practices.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to conduct research into networking issues and products as required.
• Ability to present ideas in user-friendly language.
• Hightly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.