IT Support Analyst Job Description Template
Our company is looking for a IT Support Analyst to join our team.
Responsibilities:
- Must be able to communicate status and workloads according to department policies;
- Manage asset tracking, security, and patch management;
- Integrate and manage switches, routers and networks, troubleshoot and diagnose issues in the server / client environment;
- Must be able to work independently or as part of a widespread team;
- Escalate and communicate significant issues with management and external support according to department policies;
- Some background in Tableau / SQL would be good;
- This is an IT call center type position;
- Troubleshoot and resolve workstation inquiries/problems (Leapfrog supports both Microsoft and Apple products in Windows Domain environments);
- Person must be comfortable helping people over the phone;
- Assume ownership of issues as they arise and follow through the system to completion;
- Provide after-hours and weekend support on a rotational basis (additional compensation);
- Effectively communicate service outages internally and externally, and escalate tickets appropriately;
- Solve technical help tickets submitted via phone, email, and walk-ups;
- Manage conference room’s AV setup and support / address any issues;
- Identify recurring technical issues and propose solutions to address the root of the problems.
Requirements:
- Bachelor’s degree;
- Microsoft Windows Server 2008-2016;
- MCP, Mac OSX and/or A+ / N+ / S+ certifications a plus;
- Mobile Phone Support;
- Knowledge of remote management tools (LogMeIn Rescue is a plus);
- Switches;
- Third party vendor management;
- Support and maintain effective relationships with AKQA employees;
- Network experience with TCP/IP, wireless and communication protocols;
- Responsible for timely resolution of problems or escalation on behalf of customer to appropriate support teams;
- Assist in coordinating and performing desk moves, changes, or termination of service;
- Ability to produce clear and concise documentation and procedures for administration tasks;
- Office 365;
- Citrix environments;
- VPNs.