IT Support Analyst

Equity Trust Company in Westlake, OH

  • Industry: Information Technology - IT Help Desk/Technical Support
  • Type: Full Time
  • $48,100.00 - 71,330.00
position filled
The IT Support Analyst supports the Infrastructure group by servicing and troubleshooting software and hardware issues on internal client computers. Provides on-call, after hours and weekend support and travels to remote locations as assigned.

ESSENTIAL FUNCTIONS:

Orders, configures and provisions desktops, laptops, mobile devices and peripheral equipment
Handles 1st level tickets and incidents from ticketing system within agreed upon SLAs: password resets, user and group administration, software deployments, equipment orders, etc.

Troubleshoots and resolve IT issues via phone, e-mail, and in-person channels for desktops, laptops, mobile devices, and peripheral equipment

Documents all policies and procedures in detail when setting up systems and services

Coordinates and supports associate transfers of technology devices

Oversees software and hardware inventory and licenses

Builds and maintains knowledge base for support

Collaborates with internal teams and vendors to resolve issues

Instructs users how to utilize computers and software correctly

Partners with internal teams and vendors to resolve issues

Manages and maintains hardware inventory for parts and supplies

OTHER FUNCTIONS:

Maintains a clean and organized work environment

Performs other duties as assigned

QUALIFICATIONS:

Education and Experience:

Associate Degree in Information Technology or related field; relevant work experience in lieu of degree may be considered

Minimum 1 year of experience working in a Help Desk or Service Desk role

PROFESSIONAL CERTIFICATIONS:

None required.

TECHNICAL SKILLS:

Basic experience with Microsoft platforms (Windows 7 or higher, Server 2008 or higher, Active Directory, etc.) and mobile devices (Apple and Android)

Working Technical knowledge of PC imaging and hardware repair

Experience with ticketing solutions

Experience with troubleshooting and escalation of incidents including documentation, diagnosing, and following resolution steps
Associated topics: assistant, client support, customer support, desk, edi, help desk, information technology help desk, msword, system support, technical support specialist

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