IT Support Analyst I (Engineering)
Job Summary
Responsible for providing front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals across the enterprise. Support will be provided in person and remote via phone, email, and chat. The IT Support Analyst I is responsible for responding to, documenting, resolving and escalating service tickets in a timely manner according to SLA
The Support Analyst I will also perform root cause analysis, develop checklists and knowledgebase for complex problems and recommend procedures and controls for problem prevention. This position will support multiple computing platforms. This position may require independent work, sharing information and assisting others with work orders.
Essential Duties and Responsibilities
Provide extraordinary customer service in person and remotely via phone, chat, and email as appropriate and ensure prompt, thorough resolution of tickets including detailed logging and tracking of issues in ticketing software.
Troubleshoot and make knowledge-based decisions to resolve typical support requests for laptops, desktops, tablets, printers, smart phones, peripherals and associated software and applications.
Install and configure operating system software and associated applications.
Perform new user administration duties.
Perform back-up/restore procedures per defined processes.
Perform preventative maintenance including repairs and upgrades on enterprise technology.
Create and maintain internal IT process documentation.
Create and maintain knowledge base articles for use by associates.
Serve as a backup for other Operations team members.
Seek cross-training in areas outside expertise. Extend expertise by learning IT Support Analyst III and IV responsibilities.
Monitor enterprise infrastructure alerting and other event logs daily and respond appropriately.
Frequently rely on skill and judgement to respond to or escalate events.
Perform SCCM and manual server patching. Application of judgement and decision making is needed to respond to system messages.
Excellent problem-solving skills.
Perform work on IT projects.
Provide after-hours coverage following on call rotation.
Conduct training on processes for IT staff and end users.
Perform other duties as assigned.
Core Values & Guiding Principles
Understands internal and external customers
Assure a safe work environment
Encourage individual development
Demonstrates teamwork and flexibility/adaptability
Demonstrates honesty
Keep our commitments
Think systemically and ensure constancy of purpose
Lead with humility and respect every individual
Focus on process, embrace scientific thinking, flow and pull value, assure quality at the source and seek perfection
Education & Experience
Bachelors degree in computer technology related field preferred
Technical certifications in Windows 10, O365, Exchange and SCCM preferred
Qualifications List
Up to 2 years of experience in a helpdesk, deskside support environment.
Basic knowledge of modern operating systems (Windows 10, Server 2016, Server 2019, etc)
Hardware deployment, troubleshooting and upgrade on client hardware (Lenovo and HP), Zebra printers, scanners, fork-lift terminals in multiple platforms.
Configuration and deployment experience in SCCM
Basic knowledge of Microsoft Office 365 platform
Analytical thinking skills
Project Management experience as a contributor
Excellent computer hardware/software problem solving skills.
Excellent oral and written communication skills.
Excellent organizational and time management skills.
