America's IT Operations, Analyst I

IT Support Analyst

Support Analyst professionals are customer-oriented individuals tasked with fielding questions and helping to resolve issues concerning IT systems and computer hardware and software. Help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment.

Responsibilities

1. Provide customer service to end-users via phone, online requests, emails and other support request.
2. Document technical procedures and maintain a knowledge base.
3. Provide end-users with training on software applications and technology. Resolve complex technical problems related to computer systems, applications, and network connectivity.
4. Manage and prioritize technical support requests and ensure timely resolution.
5. Participate in the design, installation, configuration, and maintenance of computer systems and peripherals.
6. Collaborate with other IT staff to identify and implement solutions for complex technical problems.
7. Develop and maintain technical documentation and knowledge base.
8. Provide training to end-users on software applications and technology.

Requirements

• Associate degree or technical certification in computer science or related field or 1-2 years of experience in technical support or help desk role.

Knowledge of Windows OS and O365 Services.

Experience with troubleshooting computer hardware and software issues.

Strong communication and customer service skills.

Ability to work on-site.

Understanding of ITIL methodology best practices for Incident, Problem, and Service Request fulfillment processes

Preferred Qualifications

ITIL Certification

CompTIA A+, Server+, Security+

Physical Environment

Basic office environment

Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities