IT Support Analyst I

7 Minutes ago • 2 Years + • System Admin

Job Summary

Job Description

The IT Support Analyst I plays a vital role within the Information Technology department by providing efficient technical support and exceptional customer service to ensure the smooth operation of IT services for end-users. This position is focused on addressing and resolving technical issues swiftly, with a strong emphasis on efficiency, customer satisfaction, and technical expertise.

Must have:

Offer prompt and dedicated IT support for hardware, software, and mobile device issues, including troubleshooting Windows and macOS.
Resolve technical issues efficiently, prioritizing support requests for timely resolution.
Organize and monitor support tickets, ensuring timely closure and resolution, and suggest improvements.
Provide outstanding customer service, communicating effectively with end-users for satisfaction.
Maintain detailed documentation of IT configurations and processes, collaborating on improvements.

Good to have:

Bachelor’s degree in IT or equivalent experience preferred.
Google IT Support Certificate, ITIL Foundations, CompTIA A+, or related certifications are favorable.
Technical Expertise (Windows, macOS, Hardware & Networking).
Support and troubleshooting skills for Google and Office suite needs.
Customer Focus: Ability to deliver empathetic customer service and communicate technical information to non-technical users effectively.
Problem Solving and Security Awareness: Proactively identify recurring issues and implement solutions.
Adaptability and Continuous Learning: Willingness to adapt to new technologies and environments, committed to ongoing learning to stay current with industry trends.
Experience with Mobile Device Management such as Jamf or Intune.

Perks:

Flexible work schedules
Ability to work remotely
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days
11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program
Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options

7 skills required

7 skills required for this role

Add these skills to join the top 1% applicants for this job

problem-solving

game-texts

user-experience-ux

networking

macos

dns

dhcp

Job Details

Primary Duties

End-User Support: Offer prompt and dedicated IT support for hardware, software, and mobile device issues. Tasks include troubleshooting operating systems like Windows and macOS.
Technical Troubleshooting: Use technical skills to resolve issues efficiently, contributing to seamless IT operations. This includes prioritizing support requests to ensure timely resolution.
Ticket Management: Organize and monitor support tickets, ensuring timely closure and resolution. Identify common issues and suggest improvements to enhance service delivery.
Customer Service Excellence: Provide outstanding customer service by communicating effectively with end-users to ensure satisfaction and a positive user experience.
Documentation and Process Improvement: Maintain detailed documentation of IT configurations and processes. Collaborate with IT teams to suggest and implement improvements to IT support functions and user experiences.

Minimum Qualifications

Experience: At least 2 years of IT support experience.
Educational Background: Bachelor’s degree in IT or equivalent experience preferred.
Certifications: Google IT Support Certificate, ITIL Foundations, CompTIA A+, or related certifications are favorable.

Preferred Skills, Knowledge, and Abilities

Technical Expertise (Windows, macOS, Hardware & Networking): Possesses advanced Technical Expertise: Basic knowledge of computer hardware components and networking concepts like TCP/IP, DNS, and DHCP.
Support and troubleshooting skills for Google and Office suite needs.
Customer Focus: Ability to deliver empathetic customer service and communicate technical information to non-technical users effectively.
Problem Solving and Security Awareness: Proactively identify recurring issues and implement solutions.
Adaptability and Continuous Learning: Willingness to adapt to new technologies and environments, committed to ongoing learning to stay current with industry trends.
Experience with Mobile Device Management such as Jamf or Intune