It Support Analyst Jobs

In this role, you will manage and perform tasks in the Help Desk ticketing system and phone queue. You will provide maintenance of mobile devices by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the end users. You will be responsible for the administration and internal support of the Company’s mobile devices (mobile smartphones, mobile phones, wireless broadband cards/mobile hotspot devices, tablets, PC and MAC systems and related IT equipment). Tasks include equipment deployments, end user support and training, asset tracking, managing mobile device management system and performing mobile device maintenance, upgrades and configurations. You will also be required to document steps and resolution notes for help desk tickets and ensure timely ticket closures.

Essential Job Functions:

• Administer Help Desk software
• Stay current with system information, changes and updates
• Modify configurations, utilities, software default settings, etc. for the local and remote workstations
• Log all help desk interactions
• Redirect problems to appropriate resource
• Maintain inventory of all equipment, software and software licenses
• Advise user on appropriate action
• Monitor and respond quickly and effectively to requests received through the IT Help Desk
• Address specific queries, troubleshoot problems and issues, interact with other members of the IT Team, perform IT installations, carry out supplementary IT tasks, work on new applications and liaise with external vendors
• Provide training to end users on the use of mobile devices and related software
• Assist with on-boarding of users, manage equipment setup and deployment for new employees
• Research questions using available information resources
• Follow standard help desk procedures
• Provide help desk support and resolve problems to the end user’s satisfaction
• Perform tasks in compliance with current IT and company policies.
• Assist with employee departure process, manage equipment retrievals and asset re-assignment
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Install, test and configure peripheral equipment and software
• Identify and escalate situations requiring urgent attention
• Respond to requests for technical assistance in person, via phone or electronically
• Perform replacement/exchange equipment procedures with end users and wireless carriers
• Diagnose and resolve technical hardware and software issues for deployed IT equipment
• Configure, deploy, repair and troubleshoot mobile devices
• Track, route problems and requests while documenting resolutions
• Manage users and computers in Active Directory
• Utilize and maintain the Help Desk tracking software

Position Requirements:

Basic Requirements:

• High school diploma or equivalent
• Experience working ITIL environment
• 1 year experience working in an IT ticketing system
• Candidate will have obtained or in the process of earning a Microsoft Associate/Professional Certificate
• CompTIA A+ Certification

Key Competencies

• Problem analysis
• Attention to detail
• Oral and written communication skills
• Adaptability
• Ability to multi-task and work in a fast paced environment
• Customer service orientated
• Problem-solving
• Planning and organizing
• Learning skills

Preferred Requirements:

• Microsoft Certified Professional
• 2+ years of experience in Apple iOS deployments and Mobile Device Management Systems
• Bachelor’s Degree in Information Systems, Business, Communications or related field
• 2 years of relevant technical experience
• Experience with Microsoft System Center Service Manager

PAY RANGE: $25 per hour - $28 per hour