IT Support Analyst

Welcome to Simnet Inc., a dynamic and rapidly growing technology company that is revolutionizing the way businesses operate. We are currently seeking talented individuals to join our team and help us continue our mission of creating innovative solutions that make a real difference in our client's lives.

The IT Support Analyst plays a critical role in ensuring the smooth operation of computer systems so that end users can perform their work effectively.

In this role, you will receive, prioritize, document, and actively resolve end-user help requests, escalating incidents when necessary to meet SLA expectations. Problem resolution may involve using diagnostic tools and help request tracking systems, as well as providing in-person, hands-on support at the desktop level, including hardware and peripheral assistance.

Salary Range : 50-60K

Key Responsibilities

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Deploy pre-packaged software using distribution tools and processes as requested by end users.
• Use remote tools and diagnostic utilities to aid in troubleshooting and perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Understanding of basic VoIP principles.
• Conduct operating system patches and upgrades.

Requirements

Benefits

If you are a highly motivated individual with a passion for leading and managing operations, and possess the skills and experience we are looking for, we encourage you to apply for this exciting opportunity and consider joining us at Simnet Inc.

We believe providing excellent service and creating happy customers is the way to create a valuable, enduring company that people love.

Let's work together to build a better future!

At Simnet we believe diverse and inclusive teams perform better. We are an equal opportunity employer and are committed to working with applicants requesting accommodations during our interview process.

We thank everyone for their interest in Simnet, only those applicants that have been selected for an interview will be contacted.

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