It Support Analyst
hace 4 días
REQUIREMENTS :
Associates or Bachelors degree in Information Systems, or 5+ years of relevant experience.
Must be a U.S. Citizen, meet the U.S. Department of States definition of a U.S. Person, and be able to obtain a Secret Level Security Clearance.
Familiarity with DCSA, ITAR, CUI handling, and CMMC certification is preferred.
JOB DESCRIPTION :
The IT Support Analyst will assist end users by addressing and resolving their technical issues. This includes receiving, prioritizing, documenting, and actively troubleshooting help requests. Problem-solving may require diagnostic tools and hands-on assistance at the users desktop. The IT Support Analyst reports to the IT Director.
RESPONSIBILITIES :
Operational Management:
- Respond to help requests from end users via phone, email, and chat in a professional and timely manner.
- Document essential user information, such as name, department, contact details, and the nature of the issue.
- Track, record, and document the troubleshooting process, including successful and unsuccessful resolutions, through to final resolution.
- Utilize diagnostic tools to support troubleshooting efforts.
- Access software updates, drivers, knowledge bases, FAQs, and online resources to resolve problems.
- Learn and support the software and hardware used within the organization.
- Perform hands-on troubleshooting, including software installations, upgrades, and system configurations.
- Test fixes to ensure problems are fully resolved.
- Conduct follow-ups on completed help requests to ensure user satisfaction.
- Create help sheets and knowledge base articles for user reference.
- Perform other duties aligned with the roles scope and objectives.
Knowledge & Experience:
- Strong knowledge of computer hardware, including desktops, laptops, printers, and mobile devices.
- Extensive experience with desktop and mobile operating systems such as Windows 10 / 11, iOS, and Android.
- Proficient in application support, particularly Microsoft Office / O365 (GCC High tenant preferred).
- Familiarity with network devices such as routers, switches, and firewalls.
- Experience with backup solutions like Unitrends and antivirus programs like BitDefender.
- Familiarity with Epicor Kinetic (ERP) is an advantage.
- Proficiency in Active Directory / Azure management.
- Knowledge of Cisco IP phones and Cisco Call Manager systems.
- Ability to support remote users with tools like TeamViewer.
- Strong understanding of the organization's goals and IT objectives.
Personal Attributes:
- Ability to research and resolve a wide variety of computing issues.
- Quick learner with the ability to retain technical information.
- Capable of explaining complex technical concepts in user-friendly language.
- Self-motivated and highly organized.
- Strong attention to detail.
- Demonstrated analytical and problem-solving skills.
- Ability to prioritize and manage tasks effectively in a high-pressure environment.
- Excellent customer service orientation.
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