IT Support Analyst

About the role

Provide first/second-level technical support of computer software and hardware products and services. Respond to and diagnose problems through discussions with users, including problem recognition, research, isolation, and resolution steps. Resolve basic to moderately complex problems while referring more complex problems to senior level technicians. Assist users with inquiries on specific software, electronic mail, or operating systems. Use existing processes and tools (e.g., ticketing system, remote tool, and help desk systems) to proactively support office staff and equipment. This is a remote position; the analyst will work from home after an initial 6-8 week in-office training period.

Responsibilities

• Work remotely performing troubleshooting, repairs, and deployment of Windows 11 as well as Apple products
• Assist internal customers daily via phone, chat, and email
• Accurately record all work and troubleshooting in tickets
• Maintain a positive, professional attitude at all times
• Troubleshoot mobile devices, including iPhone/iPad and Android
• Troubleshoot network printers and multifunctional devices
• Work with Active Directory, including resetting passwords and assigning users and computers to groups
• Troubleshoot remote VPN connectivity
• Troubleshoot network drive access

The requirements herein describe the general nature and level of work but are not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as needed.

Requirements

• 1-2 years of experience in an MS Windows environment handling break/fix support calls
• Experience using and troubleshooting MS Office (O365) products
• Experience managing and troubleshooting Windows 11 workstations
• Experience with ticketing systems (ServiceNow preferred)
• Associate degree in a related field preferred; Bachelor’s degree preferred
• Certification and/or license preferred

Skills

• Superior customer service skills
• Ability to communicate and translate complex technical topics into easy-to-understand concepts
• Clear and effective verbal and written communication
• Ability to document technical processes clearly
• Proficiency in managing and troubleshooting Microsoft desktop operating systems
• Ability to ask directed, logical questions to determine problem causation and follow documented processes to resolution
• Working knowledge of Active Directory users and computers; OKTA knowledge is beneficial
• Working knowledge of Apple products, including iPhone, iPad, and Mac computers
• Must be able to read, write, and speak English

Pay

The pay range for this position is $24.00 - $25.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include specific elections, plan, or program terms. If eligible, benefits for this temporary role may include:

• Medical, dental, and vision insurance
• Critical illness, accident, and hospital insurance
• 401(k) retirement plan (pre-tax and Roth post-tax contributions available)
• Life insurance (voluntary life and AD&D for employee and dependents)
• Short- and long-term disability
• Health spending account (HSA)
• Transportation benefits
• Employee assistance program
• Time off/leave (PTO, vacation, or sick leave)

Schedule

This is a contract, hybrid position based in Kansas City, KS. The role requires an initial 6-8 week in-office training period before transitioning to remote work.