IT Support Analyst

Position Summary :

In this role, you will manage and perform tasks in the Help Desk ticketing system and phone queue. You will provide maintenance of mobile devices by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the end users.

You will be responsible for the administration and internal support of the Company’s mobile devices (mobile smartphones, mobile phones, wireless broadband cards / mobile hotspot devices, tablets, PC and MAC systems and related IT equipment).

Tasks include equipment deployments, end user support and training, asset tracking, managing mobile device management system and performing mobile device maintenance, upgrades, and configurations.

You will also be required to document steps and resolution notes for help desk tickets and ensure timely ticket closures.

Essential Job Functions :

• Respond to requests for technical assistance in person, via phone or electronically
• Address specific queries, troubleshoot problems and issues, interact with other members of the IT Team, perform IT installations, carry out supplementary IT tasks, work on new applications and liaise with external vendors
• Diagnose and resolve technical hardware and software issues for deployed IT equipment
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Administer Help Desk software
• Redirect problems to appropriate resource
• Identify and escalate situations requiring urgent attention
• Track, route problems and requests while documenting resolutions
• Stay current with system information, changes and updates
• Provide help desk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT Help Desk
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc. for the local and remote workstations
• Utilize and maintain the Help Desk tracking software
• Assist with on-boarding of users, manage equipment setup and deployment for new employees
• Assist with employee departure process, manage equipment retrievals and asset re-assignment
• Install, test and configure peripheral equipment and software
• Maintain inventory of all equipment, software, and software licenses
• Manage users and computers in Active Directory
• Configure, deploy, repair and troubleshoot mobile devices
• Perform replacement / exchange equipment procedures with end users and wireless carriers
• Provide training to end users on the use of mobile devices and related software
• Perform tasks in compliance with current IT and company policies.

Position Requirements :

Basic Requirements :

• High school diploma or equivalent
• CompTIA A+ Certification
• Candidate will have obtained or in the process of earning a Microsoft Associate / Professional Certificate
• 1 year experience working in an IT ticketing system
• Experience working ITIL environment

Key Competencies

• Oral and written communication skills
• Learning skills
• Customer service orientated
• Problem analysis
• Problem-solving
• Adaptability
• Planning and organizing
• Attention to detail
• Ability to multi-task and work in a fast paced environment

Preferred Requirements :

• Bachelor’s Degree in Information Systems, Business, Communications or related field
• 2 years of relevant technical experience
• Microsoft Certified Professional
• 2+ years of experience in Apple iOS deployments and Mobile Device Management Systems
• Experience with Microsoft System Center Service Manager

Base Pay Range : $23.30 - 27.40 per hour