IT Technical Support Analyst I

IT Technical Support Analyst I

Position Summary

The IT Technical Support Analyst I provide technical support and assistance to customers, whether on the phone, via remote app, or in person. Their primary responsibility is to ensure a user’s overall satisfaction. This person will ensure computer related functions within the company are operating on a 24-hour basis, to provide adequate training to meet the daily operating needs of the company as well as long term needs within computer related and manufacturing technologies. The IT Technical Support Analyst I will administer all computer systems, manufacturing integration, and data communication activities. Also, they will ensure that adequate internal controls are in place.

Principle Responsibilities

• Provides quick response time to analyze problems and provide customer support.
• Troubleshoots system management to maximize computer time.
• Installs software/hardware to empower users to better accomplish their jobs.
• Simplifies operational practices to remove non-value-added steps.
• Ensures that the communication system is secure.
• Ensures software and systems are available to quickly get users onto the network.
• Maintains Information Technology systems documentation.

Qualification Requirements

Credentials/Experience:

• The IT Technical Support Analyst I should be working toward an Associate’s Degree in Computer Studies and/or various computer certifications.

Knowledge, Skills, and Abilities:

• Computer hardware and setup
• ServiceDesk operations
• Operating systems such as Microsoft Windows, Server, and Hypervisors
• Software applications such as MS-Office, Anti-Virus Applications, VEEAM or comparable backup solution
• Multi-factor authentication
• Scheduling work to achieve goals
• Customer focused environment
• Operating system management
• Data processing

Personal Attributes:

• Strong organizational skills
• Verbal and written communication and listening skills
• Problem solving and evaluation
• Process improvement
• Good communication skills
• Good interpersonal skills
• Analyze communications
• Be flexible to adapt to changes in the marketplace
• Improve process of information flow
• Problem solver
• Prioritize and multitask
• Keep current in changing work methods
• Maximize opportunities for the business
• Meet goals and objectives set for department

Other Requirements

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

While performing the duties of this job, the employee could be required to stand. The employee could frequently be required to walk; use hand to finger, handle, or feel; reach with hands and arms and talk or hear. The employee could be required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee could occasionally lift and or move up to 50 pounds. Specific vision abilities required by the job could include close vision, distance vision, peripheral vision, and ability to adjust focus.  

Travel Requirements

Up to 5%

Americans with Disabilities Act (ADA):  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.