IT Support Analyst

IT Support Analyst

The IT Support Analyst is responsible for providing first line technical assistance and support related to computer systems, hardware, and software for staff operating in the US time zone. Responds to queries, diagnoses and isolates problems, and determines and implements solutions working closely with the UK IT team. Managing regional third-party partners to ensure effective and efficient service delivery.

Key Responsibilities:

• Provide first line support to internal users, ensuring timely and effective resolution of IT issues.
• Respond to requests for technical assistance in person, via phone, and electronically.
• Diagnose and resolve technical hardware and software issues.
• Ensure proper recording, documentation, and closure of tickets.
• Follow standard help desk procedures and Proxima's IT policies and procedures.
• Provide support for Microsoft Office 365 applications including Outlook, OneDrive, SharePoint, and Teams.
• Assist with user account setup, password management, and IT inductions.
• Support email management, including handling quarantined emails and identifying phishing attempts.
• Provide training on IT security policies and approaches.
• Support equipment guidelines, ensuring devices are always secured and properly managed.
• Maintain an understanding of security threats and recommend best practices to users.
• Ensure data is stored and destroyed in adherence to confidentiality classifications.
• Ensure the technology in the US office is functioning efficiently and coordinate with partners when third-party support is needed.
• Manage hardware lifecycle of business technology in Chicago, with support from the global IT team.
• Assist Global IT team with IT projects/initiatives.

Your Experience:

• Proven experience in an IT support role.
• Strong knowledge of Microsoft Office 365 applications.
• Understanding of IT security policies and data protection regulations.
• Excellent problem-solving and diagnostic skills.
• Ability to communicate effectively with non-technical users.
• Attention to detail and strong organizational skills.
• Customer service-oriented with a proactive approach.
• Knowledge of Azure, Intune, Autopilot, Group Policy MS operating systems.
• Android and iOS mobile devices.

Qualifications:

• Degree/Experience in Information Technology, Computer Science or a related field, or equivalent experience.
• Certifications in relevant IT areas (e.g., CompTIA A+, Microsoft Certified Professional) beneficial.

Why Proxima

Our culture at Proxima is unique and is what makes us stand out. We are a collaborative and inclusive company, where we welcome and support each other's professional growth. You'll join a Proxima family that's fun, friendly, and full of open doors. We combine a fast-paced professional environment with a flat structure. Plus, we're committed to being a responsible business with a focus on corporate social responsibility and well-being. Our people are the driving strength of our success and rapid growth. We offer a competitive salary, market-leading benefits, flexible working, and offer support towards personal learning and development courses or training.