IT Support Analyst

Job Description: (What you do in this role)

The IT Support Analyst is a technical hands-on role responsible for providing outstanding technology services and customer support to our clients' employees, so they can be successful in accomplishing business tasks. This includes receiving, prioritizing, documenting and actively resolving requests for incident support and service catalog requests. Areas of service/support include but are not limited to desktop, laptops, tablets, printers, software installation/functionality and network connectivity (including wired, wireless and VPN).

The IT Support Analyst role will provide services/support over the telephone, via chat, and in-person at the assigned on-site location(s), and when higher level support is required, they will be responsible to ensure proper assignment and/or escalate to other support groups.

Finally, the IT Support Analyst plays a key role in making sure our clients are exceptionally happy, as the first point of contact who provides quick courteous responses and keeps them informed every step of the way.

KEY RESPONSIBILITIES: (What you are responsible for / your daily work activities)

Service Desk

• Serve as the first point of contact for our clients through the IT Service Desk, be that via telephone, chat, or the internal ticketing system.

• Receive and manage incoming requests for service (incidents and service requests) via telephone, chat, or the internal ticketing system.

• Learn and maintain knowledge of supported hardware and software utilized by our clients’ organizations.

• Document all pertinent information including customer name and contact information, as well as the nature of request or problem within the internal ticketing system.

• Troubleshoot and resolve reported incidents/requests over the telephone, chat, or in-person.

• Provide hands-on service/support at the deskside to include hardware deployment, software installation/update/configuration and fulfill/resolve reported incidents/requests.

• Categorize, prioritize, and schedule tasks related to service request fulfillment or incident resolution.

• Escalate incidents or requests (when necessary) to appropriate Tier 2 or 3 team, and/or Management.

• Communicate the status of tickets, to include steps taken to fulfill service requests or resolve reported issues to the customer.

• Document all information related to request fulfillment and incident resolution within relevant ticket(s), through customer acceptance, to include notifications of changes or outages related to logged issues.

• Support in the creation and maintenance of knowledge articles, and FAQ resources to ensure our knowledge base stays up to date for our clients’ organizations.

• Meet and/or exceed defined response and resolution service levels for assigned tickets.

Teamwork

• Follow Schedules and Standard Operating Procedures (SOPs) for daily / weekly recurring tasks

• Follow all Security Procedures and keeping a vigilant eye for security issues

• Identify opportunities for improvement and make constructive suggestions for change

• Contribute to the process of innovative change effectively

• Undertake other duties as required by the Service Delivery Manager or CTO

Project Work

• From time to time the projects support teams may need additional resource to help deliver projects task either on site or remotely. When opportunities arise, you may be required to help with project delivery task and/or activities.

SPECIFIC SKILLS: (Necessary skills to be successful)

• Excellent written and verbal communication skills, founded in being a good listener

• Excellent organization and ticket documentation skills

• Excellent Customer Service Skills: Customer focused attitude that highlights a desire to provide outstanding services and support to a fast-paced business environment

• Good Adaptability: The ability to learn quickly & adapt to changing technologies in the fast-paced IT world

REQUIRED QUALIFICATIONS: (Knowledge and experience needed to be successful in this role)

• 1 years of relevant help desk and/or desktop support experience assisting end users in troubleshooting and resolution of computer related issues, both on the phone and in-person

• An understanding of support tools, techniques and how technology is used to provide services

• Experience using a Ticketing system / RMM Tool and PSA software

• Experience providing support via remote tools

• Experience handling Technical Service Tickets

• Strong understanding of operating systems, business applications, printing systems and network systems

• Knowledge and experience supporting Microsoft Windows operating systems (Windows 7, 8, 10)

• Knowledge and experience supporting Microsoft Office 365 includes Outlook, Word, Excel, and Teams

• Knowledge and experience supporting networked and stand-alone printers

• Knowledge and experience supporting networked environments- wired, wireless, VPN, TCP/IP protocol, routing concepts and basic networking such as DHCP, DNS, etc.

• Working knowledge of mobile devices - iPhones, iPads, etc. preferred

• Working knowledge of anti-virus software - Trend Micro OfficeScan, Symantec, etc.

• Working knowledge of voice-over-IP telephony systems - Cisco, Avaya, etc.

• Working knowledge of Active Directory to include but not limited to Active Directory User and Computer Objects, Security Groups, Group Policy Objects, LDAP, etc.

• Knowledge of other common IT Applications, Software, & Hardware

EDUCATION AND/OR CERTIFICATIONS:

• High School graduate or equivalent required, with at least 2 years of related work experience

• Bachelor's degree in the field of information technology, computer science, business management or other closely related field from an accredited institution preferred but not required.

• CompTia A Certification or other industry relevant certification preferred but not required

• ITIL Foundations certificate (or other ITIL certifications) preferred but not required

• At least one additional Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITSM is preferred but not required

Job Types: Contract, Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• McDonough, GA 30253: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Required)
• Windows: 2 years (Preferred)

Work Location: One location