IT Operations Analyst II

Desk-side Support:

Provide technical support to end-users for hardware, software, and network-related issues.

Support, troubleshoot & repair all PC and Mac workstations and computer / smartphone applications.

Install, configure, and troubleshoot desktop and laptop computers, printers, and other peripherals.

Build new computer systems & maintain CMDB for asset tracking

Assist with the setup and maintenance of user accounts and access permissions.

Conduct training sessions for end-users on new technologies and best practices.

Triage all levels of incidents as it relates to end user support – track all incidents\requests in ITSM platform.

Encrypt and deploy laptops for field use

Infrastructure Support:

Work with US-based Infrastructure Service Managers to maintain, upgrade, and support the Office infrastructure.

Coordinate with vendors for hardware repairs and replacements as needed.

Provide hands on assistance when needed by remote teams.

Ensure compliance with security policies and procedures.

5+ years of experience in IT support or server administration.

Strong knowledge of Windows, MAC, and Linux operating systems.

Knowledge of basic networking (VPN, TCP/IP)

Excellent problem-solving and communication skills.

Ability to work independently and as part of a team.

Certifications such as CompTIA A+, Network+
Familiarity with ITIL framework and best practices.

This position may require occasional evening or weekend work to perform maintenance or resolve critical issues.
Ability to lift and move equipment up to 22.76 kgs.