IT Helpdesk Analyst

IT AnalystThe IT Analyst supports and maintains the organization's IT infrastructure, ensuring smooth operations of hardware, software, and networks. This role resolves technical issues, maintains system functionality, and provides recommendations to improve IT processes.Key Responsibilities:Serve as the first line of technical support for hardware, software, and network issues, ensuring prompt assistance.Troubleshoot and resolve user-reported IT problems, maintaining a high level of service quality.Document technical issues, solutions, and resolutions in a support database for future reference.Escalate unresolved issues to higher-level support teams or external vendors as needed, following up to ensure resolution.Monitor IT systems and networks, ensuring they operate at optimal performance and are secure.Perform regular updates and patches on software and hardware to maintain system integrity.Assist in system backups and disaster recovery procedures, safeguarding data availability and security.Coordinate with the IT team to schedule and implement system upgrades with minimal disruption to operations.Assist users in understanding and using IT tools and systems effectively, enhancing productivity.Conduct one-on-one or group training sessions on software applications and IT systems.Create and update documentation for IT processes, best practices, and troubleshooting guides to aid users.Respond to employee inquiries regarding system access, ensuring smooth functionality and user satisfaction.Monitor network performance to ensure consistent connectivity across multiple platforms.Troubleshoot and resolve network connectivity issues promptly to maintain smooth operations.Maintain system security by regularly updating access controls and monitoring for unauthorized activity.Support IT security initiatives, enforcing compliance with company policies and procedures.Assist the IT team with technical projects, including system rollouts and upgrades.Conduct research and provide input on emerging technologies to improve IT efficiency and innovation.Participate in the planning and execution phases of IT-related projects, ensuring alignment with project goals.Document project progress and report updates to senior IT management, supporting project visibility and success.Qualifications:Education: Bachelor's degree in Information Technology, Computer Science, or a related field.Experience: 2+ years of experience in IT support or a related technical role.Skills: Proficiency in troubleshooting and supporting Windows and Mac environments.Technical Knowledge: Familiarity with network security, system administration, and IT best practices.Problem-Solving Abilities: Strong analytical skills with a proactive approach to troubleshooting.Expectations:Resolve 90% of reported IT issues within 48 hours, ensuring efficient support services.Maintain up-to-date documentation for IT systems, procedures, and troubleshooting guides.Ensure zero unplanned downtime through proactive system monitoring and preventive maintenance.Conduct user training sessions quarterly, increasing user satisfaction and understanding of IT systems.Support successful completion of system upgrade projects throughout the year, meeting project timelines and objectives.Physical Demands:Sit for extended periods of timeUse hands and fingers to operate a computer, keyboard, mouse, and other office equipmentCommunicate effectively in person, by phone, and electronicallyStand and walk occasionally throughout the workdayReach with hands and armsOccasionally lift and/or move items up to 20 pounds (e.g., files, office supplies, equipment)Read printed documents and view information on computer screensDrug Free Workplace: New Employees must submit and successfully pass post offer drug screeningReasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.Benefits:PTO that starts accruing DAY 1401K Immediate Vesting; employer match starting same daySeveral medical plans to choose fromDental Plan and Vision PlanLife insurance, short term & long-term disabilityPaid HolidaysPet InsuranceEmployee discounts, EAP and Wellness ProgramIdentity Theft Protection and so much more!Equal Opportunity EmployerAll qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, national origin or ancestry, sex (including gender, pregnancy, sexual orientation, and/or gender identity), age, disability, genetic information, veteran status, and/or any other basis protected by applicable federal, state or local law. We are an Equal Opportunity Employer, including disability and protected veteran status. We prohibit all types of discrimination and are committed to providing access and equal opportunity for individuals with disabilities. For additional information or if reasonable accommodation is needed to participate in the job application, interview, or hiring processes or to perform the essential functions of a position, please contact us the Company's Human Resources department.