Information Technology Support Analyst

AllSTEM Connections is hiring for one of our prestigious client.

Essential Job Function:

• Provide technical support and consultation to internal users on matters relating to software, hardware, network, and mobile devices at multiple office locations.
• Work as part of the Service Desk team to support and promote the goals of the organization.

Duties/Responsibilities:

· Create a positive client support experience and build strong relationships by analyzing and resolving problems and issues in a timely and responsive manner, communicating promptly on progress, and interacting with employees with a consummately professional attitude.

· Participate in defining user needs throughout the organization, and in the analysis and selection of new technology required to meet expanding computer needs throughout the organisation. Test various software or hardware options to evaluate ease of use and fit in our organization and make recommendations based on price, technical functionality, durability, manufacturer support, future needs, etc.

· Participate in the design, testing and deployment of configurations for employees throughout the organization.

· Apply knowledge and experience to understand, analyze and resolve problems and issues with software, hardware and information system procedures, resolve or escalate technical issues as necessary to achieve timely problem resolution, provide consultation and implement effective solutions.

· Develop and update user training manuals and procedures.

· Create, review and update frequently asked questions and knowledgebase articles.

· Provide all new hires with a thorough and informative orientation of the Organization’s information systems and associated processes and procedures.

· Manage and execute the setup and deployment of PC and/or laptops for new employees using standard hardware images and software via Microsoft System Center Configuration Manager (SCCM).

· Participate in the overall service delivery process (Information Technology Infrastructure Library and IT Service Management (“ITIL/ITSM”)).

· Investigate and resolve software and hardware incidents (e.g., MS Office suite, operating systems, graphics, printing, email, mobile devices, VPN, web browser, etc.).

· Document problem analysis, communication, and resolution in ServiceNow, the ITIL/ITSM service desk tracking application.

· Maintain an updated inventory of service desk related assets such as PC hardware, software, mobile devices, printers and scanners, and conduct semi-annual physical equipment audits.

· Correspond with software and hardware vendors to request service regarding defective products and follow through on process to satisfactory completion.

· Modify configurations, utilities, software settings, etc., for workstations as required.

· Remain current on all state-of-the art technical equipment and best practices in the information systems industry through self-paced learning, training courses and technical conferences

· Perform various other tasks that may be assigned from time to time by Director of IT Service Delivery.

· Position requires routine face-to-face personal interaction with companies personnel

Apply for this awesome opportunity today...!!