IT Support Analyst

Position Summary: IT Support Analyst is required to support end-users in resolving technical problems. The responsibilities of an IT Support Analyst include responding to technical queries and issues, resolving problems in a timely manner, and providing technical recommendations. IT Support Analyst should be able to provide exceptional customer service and perform user administrative responsibilities efficiently. An IT Support Analyst should be able to display excellent problem-solving skills and a solid knowledge of IT solutions.             

Essential Duties and Responsibilities: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Provide exceptional customer service and perform user administrative responsibilities efficiently,  

• Performing analysis of root causes, 

• Developing checklists for reoccurring problems, 

• Developing recommendations for procedures to prevent problems, 

• Evaluating and resolving complex problems that arise, 

• Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment, 

• Performing user administrative tasks “Answering phones, talking to Vendors …etc.”, 

• Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions, 

• Collaborate with others as needed, 

• Other duties as directed by supervisor. 

Non-Essential Duties: NA 

Supervisory Responsibilities: This position has no direct supervisory responsibilities. (May provide details on direct and indirect reports and functions)                    
Education and Experience: 

• High School Diploma or General Education Degree (GED); or two to three years related experience and/or training, or equivalent combination of education and experience, required.  

• Associate degree (A. A.) or equivalent from two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience, preferred.  

• Help Desk Experience, required.  

Certificates, Licenses, Registrations:  

• A+ and Security+ Certifications, preferred. 

Skills and Abilities:  

• Proficiency in Microsoft Server 2006-2016, 

• Proficiency in Windows 7, Windows 8, Windows 10, XP, and Vista, 

• Strong knowledge of Patch management, 

• Solid knowledge of advanced printer/peripheral device troubleshooting, 

• Ability to work independently, 

• Exceptional customer service skills.    

Other Qualifications, if applicable: NA 

Work Conditions: The It Support Analyst role will typically work a full-time standard office setting schedule. The position does require standing, walking, and sitting at 33% of the work performed. This position does regularly, average 33% of work performed, required listening and communicating with others directly.  

This position regularly, up to 33% of the work performed, could require lifting, up to 50 or more pounds. In addition, this role could be exposed to electrical shock at 33% of work performed, as well as 66% of being around moving mechanical parts.  

This position is required to follow basic safety guidelines set forth by the company and should direct any concerns or questions to his/her supervisor.