IT Support Analyst

IT Support Analyst

The IT Support Analyst works as a member of the Information Technology team to extend 1st and 2nd level support to local and remote end users. This position deals with issues or problems that often require thoughtful evaluation before coming up with approaches and solutions. This position must develop and maintain good working relationships, resolve problems, and positively influence others to successfully produce customer satisfaction. Location: On-site in Barberton, Ohio.

Your day to day as an IT Support Analyst:

• Provide 1st and 2nd level Service Desk support to end users and remote Site Administrators.
• Provide a high degree of customer satisfaction, functioning as a customer liaison for IT related issues.
• Proactively track and follow up on complex customer issues ensuring that all incidents are resolved to the customer's satisfaction.
• Monitor opened tickets assigned to the Service Desk to verify correct assignment, ensure timely customer follow-up and resolution.
• Manage security groups, computers, and users in Active Directory.
• Analyze and solve all problems relating to: PCs, laptops, printers, phones, tablets, cabling, AD services, DNS, DHCP and related end user devices.
• Plan and execute user system refresh. Install, relocate and upgrade PC hardware, software, peripherals, and other devices to satisfy business and/or end-user requirements.
• Work with IT Operations management to determine strategic directions for the desktop environment, including the evaluation and testing of new technologies.
• Troubleshoot and support proprietary software programs and third-party software and applications.
• Develop work procedures, Standard Operating Procedures, and end-user technical documentation relating to the desktop environment.
• Carry out audit tasks to ensure secure systems and management oversight are performed to meet SOX and internal audit commitments.

Required qualifications: HS Diploma/GED. At least 2 years of IT-related job experience. Technical proficiency in areas relating to computer hardware, computer operating systems and desktop applications. Experience in PC imaging and software package deployment. Demonstrated ability to successfully handle multiple complex situations and tasks independently, and to manage priorities successfully. Ability to identify, research, and resolve desktop system issues in a timely manner. Commitment to ongoing training and new system implementation. Excellent written and oral communication skills. Ability to develop effective working relationships with customers, co-workers and Administration. Ability to make contacts with other departments, requiring tact and judgment to ensure effective support. Must be a U.S. citizen. Must have the ability to obtain and maintain a DOE (Department of Energy) security clearance.

Preferred qualifications: Bachelor's Degree. Experience working within a ticket system (i.e., ServiceNow or Ivanti).

What we offer: Competitive salary and benefits package, including health, dental, and retirement plans. Flexible work schedules and paid time off to promote a healthy work-life balance. Professional development opportunities, including mentorship programs and sponsorship for continuing education. An inclusive atmosphere that celebrates new perspectives and supports collaboration between different generations. The chance to be part of a mission-driven organization making a positive impact on the future of energy. Opportunities for continuous learning and training to grow throughout your career! Pay: $46,000 - $74,000.