IT Support yst
IT Support yst
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Job Description
The IT Support Analyst is responsible for providing technical support and assistance to endusers within the organization. This role involves diagnosing and troubleshooting hardware software and network issues as well as ensuring that IT systems operate smoothly. The IT Support Analyst plays a crucial role in maintaining a productive and efficient work environment by resolving technical issues promptly.
Key Responsibilities:-
Technical Support: Provide first and secondlevel technical support to endusers resolving issues related to hardware software and network connectivity. Assist users with the installation configuration and troubleshooting of IT equipment.
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Incident Management: Respond to support requests and incidents through the ticketing system. Track prioritize and manage incidents to ensure timely resolution in line with service level agreements (SLAs).
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System Maintenance: Perform routine maintenance tasks on IT systems including updates patches and backups. Ensure that all systems are running efficiently and securely.
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User Onboarding: Set up and configure new user accounts workstations and access to IT systems. Provide orientation and training to new employees on IT policies and best practices.
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Documentation: Maintain detailed records of support requests resolutions and changes made to IT systems. Update and create documentation for IT processes user guides and troubleshooting steps.
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Hardware Management: Assist in the procurement deployment and maintenance of IT hardware including computers printers mobile devices and other peripherals.
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Network Support: Assist with basic network troubleshooting and maintenance tasks including monitoring network performance and resolving connectivity issues.
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Security Compliance: Adhere to IT security policies and procedures ensuring that systems are secure and data is protected. Assist in implementing security measures such as antivirus updates and access controls.
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Continuous Improvement: Identify opportunities to improve IT support processes and enhance user satisfaction. Stay informed about new technologies and best practices in IT support.
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Education: Bachelors degree in Information Technology Computer Science or a related field or equivalent work experience.
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Technical Skills: Proficiency in Windows and Mac operating systems Microsoft Office Suite and common IT support tools. Basic understanding of networking concepts and hardware.
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ProblemSolving: Strong analytical and troubleshooting skills. Ability to diagnose and resolve technical issues efficiently.
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Communication: Excellent verbal and written communication skills. Ability to explain technical concepts clearly to nontechnical users.
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Customer Service: Strong customer service orientation with a focus on providing a positive user experience. Patience and empathy when dealing with user issues.
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Time Management: Ability to manage multiple tasks and prioritize work effectively in a fastpaced environment.
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Teamwork: Ability to work collaboratively with other members of the IT team and across departments.
- Prior experience in an IT support role or helpdesk environment.
- Certifications such as CompTIA A Microsoft Certified Professional (MCP) or equivalent.
- Experience with IT service management (ITSM) tools and ticketing systems.
This role offers opportunities for advancement to positions such as Senior IT Support Analyst Systems Administrator or IT Manager depending on experience and performance.
Employment Type
Full Time
