Support Analyst I

IT Support SpecialistThis role provides the most visible line of technical support in the company's IT organization. The resource should have a friendly demeanor with the ability to comfortably deescalate a situation. Equal to the social side of the equation, the employee should have an aptitude for research and can quickly 'become an expert' on new technologies. Finally, this is a very hands-on role which involves substantial end-user interaction.Perform all responsibilities in accordance with ICM's corporate values of Innovation, Ownership, Humility, Collaboration, and Stewardship.Essential Functions & Basic Duties:Resolve support requests via office visit, telephone, or e-mail in a prompt, effective and courteous manner. Customers include local, remote, and field/roaming users.Support end-users with various issues, including:Laptop & desktop hardwareMicrosoft Windows operating systems and associated software productsMicrosoft 365/Office365 and associated applicationsAudio-video conference technologyApple and other mobile device platformsPrinters and network copiersNetwork & wireless troubleshooting, including guest supportIdentify trends in user behavior and incidents, researching patterns that should be further investigated and coordinate with IT support team members for escalation and assistance of more critical or complex issuesMaintain and execute recurring maintenance for hardware and software solutionsFollow standard Support operating procedures; maintain records of daily data communication transactions, problems and actions takenComplete end-user install/move/add/change requests in manner consistent with licensing requirementsProvide end-user support for company badging systemCoordinate with cellular carriers to help oversee company's mobility services, hardware, subscriptions, and usersCoordinate oversight and execution of IT projects, working with business leaders as requiredHelp maintain and oversee inventory levelsQualifications:Education/Certification:High school diploma or equivalent requiredCollege degree in related field preferredKnowledge & Experience:Experience supporting desktops at an organization of 100+ employees requiredKnowledge of basic computer hardware, switches, routers and wireless requiredMicrosoft Windows client operating systems and related administrative tools experience requiredMS Office and Outlook experience requiredM365/Azure/Entra ID experience preferredNetworking, VPN, TCP/IP, and general networking concepts preferredManagement and support of cellular services preferredWork Type:Job is primarily on-premise, based out of Company's headquarters (Colwich, Kansas)Physical Activities & Requirements:Ability to sit and view computers screen for long periods of timeMust be able to speak and listen clearlyAbility to adjust to moderate noisesFine visual acuity to read for accuracy and identify and distinguish colorsRole may require limited on-call and/or after-hours supportOccasionally lifting of up to 25 poundsTravel Requirements:Must possess valid driver's license with no restrictionsRole may require up to 10% Travel (remote site visits and/or conferences & training) May also include international travel