Information Technology Support Analyst

Work within the defined Incident, Request, Asset and Configuration Management process.

Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones, and other computer and telecommunications equipment.

Manage support interactions through the IT Service Management System.

Follow-up to ensure service delivery and system integrity with end users.

Protect the company by handling business sensitive information with appropriate confidentiality.

Diagnose and resolve end user problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.

Maintain desktop images and configurations to provide performance monitoring and tuning of systems.

Maintain inventory of IT assets, installed software and manage software licensing.

Troubleshooting basic network connectivity, WiFi issues

Update tickets with accurate and timely records of work performed and resolution detail.

Coordinate hardware warranty repair.

Perform scheduled patch management.

Perform security management.

Other duties as assigned

EDUCATION AND QUALIFICATIONS:

3+ years of experience performing customer-facing/end-user technical support without immediate supervision

Batchelor’s Degree in any stream required (or higher)

Certifications such as CompTIA A+ / Net+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation are preferred.

Active Directory—user and group administration

Experience with Windows Server and O365

Experience with Windows 11

Experience with ServiceNow or similar ITSM ticketing system

Excellent organization, communication and written skills, proficiency in English

Demonstrated ability to apply critical thinking to solve problems