IT Support Analyst

IT Support Analyst

The IT Support Analyst is responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Primary duties and responsibilities include the following:

• Promote a strong quality culture throughout the company maintaining Cooper Steel's core priorities: Safety, Quality, Production
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Field incoming help requests from end users via both telephone, e-mail, and chat/SMS in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from end users.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications. (In person or through remote access)
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Assist in enterprise level software implementations as needed.
• Other duties as assigned

Cooper Steel is an equal opportunity workplace and an affirmative action employer. All applicants will be considered for employment without regard to race, color, religion, sex, gender identity, national origin, veteran status, disability status, or any other factors. All employment is decided on the basis of qualifications, merit, and business need.