Information Technology Support Analyst

Job Description

Location: Cincinnati, OH

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Work Arrangement: Remote (Must local to the Ohio or surrounding area)

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An IT Support Analyst opportunity is open with our client in Cincinnati, OH. In this role, you will serve as a front-line technology resource, responding to questions and troubleshooting issues through phone, email, and ticketing systems. The ideal candidate will be a friendly problem solver with strong communication skills, a customer-focused approach, and a desire to continue learning and growing within the technology field.

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Job Duties

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• Respond to customer technology questions and issues through phone, email, and ticketing systems.
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• Provide friendly, responsive customer service while troubleshooting and resolving technical issues.
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• Ask effective questions, listen to customers, identify root causes, and determine appropriate solutions.
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• Follow documented policies and procedures to support governance, regulatory, and compliance requirements.
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• Document issues, resolutions, and relevant information accurately within ticketing and support systems.
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• Provide feedback and recommendations to help improve processes and the overall customer experience.
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• Proactively identify, document, and help mitigate potential risks for the company and its customers.
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• Troubleshoot common desktop, network, and peripheral issues, including internet and LAN connectivity.
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• Support Windows desktop and server environments, Microsoft 365, and Mac OS.
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• Assist with Active Directory, Remote Desktop, antivirus tools, and computer/device setup.
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• Support tablets, phones, desktops, printers, and other common technology peripherals.
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• Utilize and learn remote monitoring and management and ticketing platforms such as ConnectWise Automate and Zendesk.
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• Utilize conferencing and remote-support tools such as Microsoft Teams and Zoom.
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• Work independently while collaborating with a remotely managed and operated team in a fast-paced environment.
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• Continuously develop technical knowledge and skills to support evolving technology and customer needs.
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• Travel approximately one week per year as needed.
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Knowledge/Skills/Experience/Education

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• Hands-on experience with Microsoft Windows Desktop and Server, Microsoft 365, and Mac OS is required.
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• Strong oral and written communication skills with excellent listening abilities and a positive, customer-focused phone presence.
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• Ability to troubleshoot issues, ask appropriate questions, determine root cause, and resolve problems effectively.
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• Ability to work independently while also contributing effectively as part of a remote team.
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• Strong attention to detail with a desire for continuous improvement.
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• Customer-oriented mindset and ability to work effectively in a fast-paced technology environment.
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• Experience or training in a help desk environment is preferred but not required.
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• Familiarity with or willingness to learn ConnectWise Automate, Zendesk, Zoom, Microsoft Teams, Remote Desktop, Active Directory, and antivirus tools.
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• Familiarity with DNS, DHCP, LAN/internet troubleshooting, and common desktop/network peripherals is preferred.
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• Ability and willingness to learn new technologies, systems, and processes.
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• High school diploma or equivalent is required.
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Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws. Belcan provides a competitive pay and benefits package.

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Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.