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.
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.
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.
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
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
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