IT Support Analyst

Description

Job Overview:

Job Responsibilities

The IT Support Specialist I will report to the Texas Region IT Manager and is responsible for providing technical assistance to end-users across the organization, ensuring efficient and effective resolution of hardware, software, and networking issues. The specialist works under close supervision and direction from senior team members , learning to follow standard procedures and resolve basic issues. The role also involves adhering to defined procedures and documentation.

Essential Duties & Responsibilities

Your Responsibilities:

T he job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

• Provide technical support to end-users via chat, phone, email, in-person, or remote tools.
• Troubleshoot and resolve hardware issues involving desktops, laptops, printers, mobile devices, and network hardware.
• Install, configure, and maintain operating systems, software applications, and peripheral devices.
• Manage and support user accounts, permissions, and access rights in Active Directory, cloud management portals, and other enterprise systems.
• Maintain and update IT asset inventory and documentation.
• Escalate complex technical issues to appropriate teams when necessary.
• Ensure security best practices are followed across endpoints.
• Assist with onboarding and offboarding processes including device setup and data migration.
• Participate in routine system maintenance and IT projects as needed.
• Occasionally travel to other offices and sites as needed.
• Ensure that all work performed is documented in the ticketing system in a timely, accurate, and detailed manner.
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules.
• Expected to participate in any variety of meetings, special projects and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned.

Skills - Qualifications:

Education/Training: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field or 0-1 years of equivalent relevant experience.

Experience/Knowledge/Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Technical Skills

• Proficiency in Windows, macOS, iOS, and Android environments.
• Familiarity with Microsoft 365, Entra, Active Directory, and basic networking concepts.
• Experience with remote support tools.
• Must have strong proficiency in Windows and Microsoft Office, including but not limited to word processing, spreadsheet maintenance, navigating in databases, record keeping and researching the Internet.
• Understanding of ITIL processes and help desk ticketing systems.

Soft Skills

• Strong verbal and written communication skills.
• Demonstrates thoughtful leadership in creating efficiencies and process improvements.
• Detail oriented and strong organizational skills and multi-tasking skills.
• Ability to work with sensitive or confidential information.
• Ability to meet deadlines and work well under pressure.
• Ability to work in a team environment as well as independently and be self-driven
• Critical thinking, financial acumen, problem solving and decision-making abilities.

Computer literacy: Proficiency and working knowledge of Microsoft Office Applications. Strong customer service, communication and interpersonal skills required.

What We Offer:

As a full-time associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match. Occasional travel may be required to attend training and other company functions.

Compensation: $29 / hour

Disclaimer: This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

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