IT Support Analyst

Job Overview :

The IT Support Analyst is responsible for providing technical support and assistance to end-users within the organization.

This role involves diagnosing and troubleshooting hardware, software, and network issues, as well as ensuring that IT systems operate smoothly.

The IT Support Analyst plays a crucial role in maintaining a productive and efficient work environment by resolving technical issues promptly.

Key Responsibilities :

Technical Support : Provide first and second-level technical support to end-users, resolving issues related to hardware, software, and network connectivity.

Assist users with the installation, configuration, and troubleshooting of IT equipment.

Incident Management : Respond to support requests and incidents through the ticketing system. Track, prioritize, and manage incidents to ensure timely resolution in line with service level agreements (SLAs).

System Maintenance : Perform routine maintenance tasks on IT systems, including updates, patches, and backups. Ensure that all systems are running efficiently and securely.

User Onboarding : Set up and configure new user accounts, workstations, and access to IT systems. Provide orientation and training to new employees on IT policies and best practices.

Documentation : Maintain detailed records of support requests, resolutions, and changes made to IT systems. Update and create documentation for IT processes, user guides, and troubleshooting steps.

Hardware Management : Assist in the procurement, deployment, and maintenance of IT hardware, including computers, printers, mobile devices, and other peripherals.

Network Support : Assist with basic network troubleshooting and maintenance tasks, including monitoring network performance and resolving connectivity issues.

Security Compliance : Adhere to IT security policies and procedures, ensuring that systems are secure and data is protected.

Assist in implementing security measures, such as antivirus updates and access controls.

Continuous Improvement : Identify opportunities to improve IT support processes and enhance user satisfaction. Stay informed about new technologies and best practices in IT support.

Qualifications :

Education : Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Technical Skills : Proficiency in Windows and Mac operating systems, Microsoft Office Suite, and common IT support tools.

Basic understanding of networking concepts and hardware.

Problem-Solving : Strong analytical and troubleshooting skills. Ability to diagnose and resolve technical issues efficiently.

Communication : Excellent verbal and written communication skills. Ability to explain technical concepts clearly to non-technical users.

Customer Service : Strong customer service orientation with a focus on providing a positive user experience. Patience and empathy when dealing with user issues.

Time Management : Ability to manage multiple tasks and prioritize work effectively in a fast-paced environment.

Teamwork : Ability to work collaboratively with other members of the IT team and across departments.

Preferred Qualifications :

• Prior experience in an IT support role or helpdesk environment.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.
• Experience with IT service management (ITSM) tools and ticketing systems.

Career Path :

This role offers opportunities for advancement to positions such as Senior IT Support Analyst, Systems Administrator, or IT Manager, depending on experience and performance.