Job Description

Under the supervision of the IT Manager, the IT Support Analyst plays a key role within the IT department by providing high-quality support to the organization's technology users. This role includes a broad range of responsibilities, such as hardware and software support, troubleshooting, and system maintenance.

Job Scope and Responsibilities

• Provide technical support to employees and customers via phone, email, or in person.
• Accurately diagnose and resolve hardware and software issues across various devices, including desktops, laptops, and mobile devices.
• Install, configure, and maintain hardware and software, including printers, scanners, and other peripherals.
• Monitor and ensure the smooth operation of computer systems and networks.
• Identify issues requiring advanced support and escalate them to appropriate IT personnel.
• Maintain accurate records of IT assets and assist with inventory management.
• Contribute to IT-related projects as needed.

Job Qualifications

• Associate degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• At least 1 year of experience in a help desk or technical support role is preferred.
• Strong knowledge of Microsoft operating systems and applications, particularly Microsoft 365.
• At least 1 year of experience in Microsoft 365 administration.
• At least 1 year of experience with Active Directory and Azure domain services.
• At least 1 year of experience supporting iOS devices (iPhone and iPad).
• Experience supporting peripherals such as scanners, printers, and plotters.
• Basic understanding of networking technologies and protocols, including TCP/IP, DNS, DHCP, VPNs, VLANs, and firewall management.
• Demonstrated ability to troubleshoot and resolve hardware and software issues effectively.
• Strong communication and customer service skills, with the ability to explain technical concepts in clear, non-technical terms.
• Ability to work independently, prioritize tasks effectively, and manage time in a fast-paced environment.
• Willingness to travel occasionally to other offices within the USA.
• Ability to lift up to 50 lbs.

Previous Experience with the Following is an Asset (but not required):

• Experience with virtualization software (e.g., VMware).
• Familiarity with backup tools and processes (e.g., Commvault, Veeam, Spanning).
• Experience with SQL database administration or support.
• Knowledge of analytics tools such as Tableau.
• Familiarity with CRM and ERP systems.
• Experience with firewall technologies, particularly Fortinet firewalls, switches, and access points.
• Basic understanding of Linux servers.
• Experience using ticket management systems.
• Familiarity with ManageEngine software suite.
• Experience with hardware imaging tools (e.g., Acronis, MDT, SCCM, ManageEngine).
• Knowledge of VoIP phone systems.