IT Analyst / Help Desk

Job Description
JOB TITLE: Level 1 IT Analyst

DEPARTMENT: Information Technology

FLSA: Exempt

REPORTS TO: IT Infrastructure Manager

SUMMARY:

The IT Analyst ensures the day-to-day technology needs of associates are supported across multiple hardware platforms and software suites. Responsibilities include resolving problem requests, providing support for PC's, laptops, printers, phones, networking, and back-office software troubleshooting.

PRIMARY RESPONSIBILITIES:

• Fields incoming problem requests from clients via telephone, e-mail, and in person.
• Prioritizes and schedules problem resolution, escalating when necessary.
• Documents the support request process thoroughly.
• Performs Microsoft Active Directory user administration setup functions.
• Provides hands-on support and training at desktop locations.
• Monitors/manage data center systems and performs necessary work remotely or onsite, including evenings and weekends.
• Procures, configures, installs, and supports multiple hardware, software solutions, and network components.

KNOWLEDGE, SKILLS & EXPERIENCE:

• General knowledge of cybersecurity principles.
• Basic knowledge of MS Servers and Windows Desktop operating systems.
• Experience supporting various platforms including PC/MAC/Android/IOS.
• Basic knowledge of Linux command line environment.
• Proficient communication skills in English.
• Exceptional interpersonal skills with a focus on customer service.
• Proven analytical and problem-solving abilities.
• Ability to prioritize tasks in a high-pressure environment.
• Proficiency in Microsoft Office.
• Ability to interact effectively with all levels of employees.

Minimum Requirements:

• Associate degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• 1-3 years of experience in an IT Analyst role supporting multiple hardware and software platforms.

Effort:

• Frequent lifting (up to 25lbs), walking, stooping, and bending.
• Occasionally ascends/descends a ladder for network solutions.