IT Support Analyst I

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.

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