The IT Support Analyst provides escalated technical support and training to end users, troubleshooting software and hardware issues, documenting interactions, and collaborating with technical resources. Responsibilities include managing ticketing systems, providing customer support, and using Office 365 and other software applications.
PRINCIPLE CHOICE SOLUTIONS
IT Support Analyst
IT Support Analyst
POSITION PURPOSE
The IT Support Analyst is responsible for providing escalated technical support and training to end users. The IT Support Analyst position is responsible for working within the ticketing system, quickly troubleshooting software/hardware issues, accurately documenting issues, resolutions, and collaborating with other technical resources to solve complex problems. Such troubleshooting may include software applications, hardware issues, or answering training questions via phone, email, remote access, and in person. Hardware Imaging is a core responsibility for this position.
ORGANIZATION
This position reports to the IT Support Manager.
ESSENTIAL FUNCTIONS
- Supply and deploy technical solutions to business problems.
- Excellent customer support to all users within the organization and documentation of each customer interaction with an attention to security.
- Provide escalated and advanced hardware and software support to business users both locally and remote via phone, email, chat, and remote tools.
- End user administration following internal IT processes and procedures.
- Installation and configuration of workstations, printers, and other end user requests
- Moderate to Advanced Support of Office 365 product suite, Intune Hardware management, Adobe suite, Communication software, Connectwise, Mobile device management, and Secure web gateway including any other current/future technology that may be considered as organization owned/managed.
- Work closely with the IT Leadership to ensure proper issue tracking, documentation, and assignment of tasks is being completed accurately and on a daily basis.
- Working with the team, collaborate, and improve documentation for end users through our external systems.
- Additional security clearance/training may be required specific to this department.
- Provide On-Call support as necessary.
- All other duties as assigned.
KNOWLEDGE & EXPERIENCE
- 1-3 years’ experience in providing outstanding customer service through hardware and software technical support in a professional office environment.
- 1-3 years’ experience using a ticketing system.
- Advanced hardware and software troubleshooting skills.
- High knowledge and proficiency of Windows 10/11, Office 365 Product Suite, Adobe, and other SAAS applications. Azure Active Directory, Command prompts, and Microsoft PowerShell experience required. At least 1 year of regular use of AD Users and Groups in providing normal AD administration.
- Attention to detail with a focus on identifying the root cause and possible independent resolution where applicable.
- Strong communications skills with the focus on customer service.
- High sense of urgency with excellent researching abilities.
- CompTIA Network+, A+, Software+, or equivalent certification is required.
MACHINES & EQUIPMENT
The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as a copier.
PHYSICAL REQUIREMENTS
Must be able to lift and carry up to 50 pounds. Must be able to talk, listen, and speak clearly on the telephone.
WORKING CONDITIONS
The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. Periodic times working at the office site may be required.
Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Principle Choice Solutions is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, parental status, national origin, disability, genetic information, political affiliation, protected veteran status, sexual orientation, gender identity or expression, or any other non-merit-based factors or characteristic protected by federal, state, or local laws.
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