IT Support Analyst
IT Support Analyst
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Job Description
REQUIREMENTS:
Associates or Bachelors degree in Information Systems or 5 years of relevant experience.
Must be a U.S. Citizen meet the U.S. Department of States definition of a U.S. Person and be able to obtain a Secret Level Security Clearance.
Familiarity with DCSA ITAR CUI handling and CMMC certification is preferred.
JOB DESCRIPTION: The IT Support Analyst will assist end users by addressing and resolving their technical issues. This includes receiving prioritizing documenting and actively troubleshooting help requests. Problemsolving may require diagnostic tools and handson assistance at the users desktop. The IT Support Analyst reports to the IT Director.
RESPONSIBILITIES:
Operational Management
Respond to help requests from end users via phone email and chat in a professional and timely manner.
Document essential user information such as name department contact details and the nature of the issue.
Track record and document the troubleshooting process including successful and unsuccessful resolutions through to final resolution.
Utilize diagnostic tools to support troubleshooting efforts.
Access software updates drivers knowledge bases FAQs and online resources to resolve problems.
Learn and support the software and hardware used within the organization.
Perform handson troubleshooting including software installations upgrades and system configurations.
Test fixes to ensure problems are fully resolved.
Conduct followups on completed help requests to ensure user satisfaction.
Create help sheets and knowledge base articles for user reference.
Perform other duties aligned with the roles scope and objectives.
Knowledge & Experience
Strong knowledge of computer hardware including desktops laptops printers and mobile devices.
Extensive experience with desktop and mobile operating systems such as Windows 10/11 iOS and Android.
Proficient in application support particularly Microsoft Office / O365 (GCC High tenant preferred).
Familiarity with network devices such as routers switches and firewalls.
Experience with backup solutions like Unitrends and antivirus programs like BitDefender.
Familiarity with Epicor Kinetic (ERP) is an advantage.
Proficiency in Active Directory / Azure management.
Knowledge of Cisco IP phones and Cisco Call Manager systems.
Ability to support remote users with tools like TeamViewer.
Strong understanding of the organizations goals and IT objectives.
Excellent written and verbal communication skills.
Strong interpersonal skills with the ability to build rapport listen actively and ask relevant questions.
Strong documentation abilities.
Personal Attributes
Ability to research and resolve a wide variety of computing issues.
Quick learner with the ability to retain technical information.
Capable of explaining complex technical concepts in userfriendly language.
Selfmotivated and highly organized.
Strong attention to detail.
Demonstrated analytical and problemsolving skills.
Ability to prioritize and manage tasks effectively in a highpressure environment.
Excellent customer service orientation.
Remote Work :
No
Employment Type
Full Time
