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It Support Analyst Jobs

Company

Alcority
Address , Houston, 77027, Tx
Employment type FULL_TIME
Salary
Expires 2023-07-23
Posted at 10 months ago
Job Description
About the Role:
The IT Support Analyst will play an essential role in our IT Support team by providing end-user support (Tier 1). They will report to the IT Support Operations Manager and work with staff at Alcority & its group companies. The incumbent ensures our office devices and technology are installed, configured, and maintained properly so our staff can be productive.
This role will suit someone with a passion for customer service with a strong technical and methodical approach to any given task. The candidate will exhibit intellectual curiosity in their interest in IT with an aptitude for applying computing concepts and skills to solve real problems.
Responsibilities:
  • Occasional after-hours work for critical infrastructure updates and changes.
  • Install, configure, and provision end-user devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding.
  • Physical setup of workstations, laptops, and smartphones.
  • Escalate issues (Tier 2 and 3) to the appropriate parties inside or outside the company and track resolution.
  • Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.
  • Manage end-user software & hardware inventory for company offices; initiate, manage and track necessary purchases with our established 3rd party suppliers.
  • Responsible for working and tracking all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.
  • Direct experience providing Tier 1 support
  • Work closely with the IT Support Operations Manager to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities.
  • Proactively communicate all changes, updates, and outages to staff.
  • Train employees on use of devices and new/upgraded core enterprise software.
  • Set-up and provide user support for our video conferencing rooms and systems.
  • Provide 1st and 2nd level end-user support for office devices and technology including Laptops, printers, multifunctional devices, smartphones with a focus on customer support. Candidate must truly enjoy helping others and solving problems to succeed in this role.
Requirements:
General
  • Enjoy working in a fast-paced, agile environment and resolve unplanned incidents quickly.
  • 2 - 4 years of experience in a similar position providing endpoint and infrastructure support.
  • Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms.
  • Strong customer service focus for both technical and non-technical organization team members.
  • Excellent team player with the ability to positively encourage and influence others.
  • Desire to learn and become familiar with new areas of technology.
  • Ability to maintain a professional service level when dealing with fast-paced end users and VIPs.
  • Ability to multi-task with strong attention to detail.
  • Bachelor’s Degree from an accredited institution. IT/Computer Information Systems/Engineering-related degree is a plus.
Technical
  • Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, ServiceNow, etc.).
  • Creating, using, and updating scripts – Powershell is a plus – to automate daily tasks.
  • Mobile Device Management – enrolling users on corporate mobile devices and BYOD profiles. Direct experience with iPhones is a plus.
  • Direct Microsoft 365 experience is a plus.
  • Experience with RMM solutions (Teamviewer, Kaseya, Solarwinds, etc.) is a plus.
  • Experience with Active Directory, machine access changes, and various authorization controls.
  • Enterprise Architecture: troubleshooting user mailboxes, public folders, creating/updating distribution groups and security groups.
  • Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook)
  • IT troubleshooting skills: ability to critically think and solve problems independently until escalation may be required.
  • Networking fundamentals – basic troubleshooting of connectivity on workstations and servers.
  • Experience in setting up, maintaining, and troubleshooting office devices (Laptops, smartphones, printers, etc.)
  • Experience in videoconferencing solutions and end-user support (Teams, Webex, etc.)
It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Benefits & Perks:
  • Summer Fridays: July 4th through Labor Day, the office is completely closed/offline every other Friday.
  • Optional Employee Paid Benefits: Medical insurance in our EPO plan, Dental benefits, and Vision benefits. We also offer Health Savings Accounts, Flexible Spending Accounts, Supplemental Life insurance, and more.
  • Time Off: 20 days of PTO for full-time employees and 12 company holidays.
  • Company Paid Benefits: Life insurance, Short-term disability, Long-term disability, Paid parental leave, Employee Assistance Program, and medical insurance in our high deductible health plan.
  • 401(k): Eligible after 60 days. Discretionary company match of 50% up to the first 6% of contributions.

EQUAL OPPORTUNITY EMPLOYER
ALCORITY IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE COMPANY'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.