Position Summary
The IT Support Analyst I will effectively manage tickets and calls throughout their daily duties. In addition, they will help to reduce ticket counts and decrease ticket reopens with fully troubleshooting the issues and/or request. This resource will maximize customer service experience with internal and external users, which the company values customer satisfaction.
Essential Functions
- Assist with implementing IT efficiency and self-service.
- Assist with management of hardware and software vendors.
- Communicate effectively with management and internal teams.
- Configure equipment for New Hires & Replacement equipment.
- Coordinate and execute IT asset lifecycle activities from requisition through disposal.
- Demonstrates a willingness to work as a member of a team.
- Demonstrates competence in documenting trouble ticket resolutions, maintains company knowledgebase articles and actively participates in maintaining and support policies and procedures.
- Demonstrates competence in prioritizing user issues and resolving within company defined Service Level Agreements (SLAs).
- Demonstrates competence in troubleshooting and resolution of reported issues and the ability to escalate through appropriate channels any issues that cannot be resolved.
- Demonstrates the ability to manage time and resources in the best interest of the company.
- Identifies opportunities to see where training needs would improve productivity within the department or within the company.
- Maintains an ever-increasing level of proficiency in hardware, software, networking, and other technologies related to the IT Ops department.
- Manage ticketing queue and projects.
- Perform BitLocker installs, data recovery, and backups.
- Perform IT Audits/governance as needed.
- Perform other related duties as assigned.
- Perform security patching.
- Respond to IT and end users for resolution of issues and requests.
- Responsible for obtaining information to diagnose a problem, and simultaneously create, assign, and document issues into the respective documentation platform.
- Reviews, updates, and maintains tickets until they are closed.
- Skilled in communication under potentially adverse situations with a focus on customer service and satisfaction.
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Works closely with the Senior Systems Analyst and ServiceDesk Manager.
Requirements
- 2 or more years related work experience in helpdesk environment preferred
- Ability and willingness to accept direction and work in a team environment
- Ability to gain knowledge and understanding of internal software
- Able to build solid customer relationships
- Active Directory
- Amazon Connect
- An ability to understand complex issues and learn quickly
- BitLocker
- Excellent oral and written communication skills
- Familiarity with Call Center Environments
- Knowledge of antivirus tools (Palo Alto Cortex preferred)
- Good interpersonal skills
- In-depth knowledge of Microsoft Windows 10/11, Windows Server, Active Directory, Exchange, Office 365, Teams
- In-depth knowledge of vCenter
- In-depth knowledge of SANs
- Knowledge and experience with PCs, Servers, network hardware and software
- ManageEngine Asset Explorer
- Mature professional attitude
- Team player
- Ticketing systems (JitBit is preferred)
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Works well under pressure
