The IT Support Analyst role is critical to the success of the organization. This position works side by side with the IT infrastructure team. The IT Support Analyst manages the endpoint hardware lifecycle program, user accounts, requests for access to applications and services, and engages in a variety of other Tier 1 support as part of a Global Help Desk. This position also handles operational questions from the business for the O365 environment: licensing requests, creation of SharePoint sites, application support.

PRINCIPAL ACCOUNTABILITIES

• Provide first-level technical support to employees, responding to inquiries and resolving hardware, software, network issues and all Infrastructure services.

• Diagnose and troubleshoot technical problems related to Active Directory, O365, desktops, laptops, printers, mobile devices, and other IT equipment.

• Install, configure, and maintain software applications, operating systems, and peripherals.

• Assist with user onboarding and offboarding processes, including setting up user accounts, permissions, and access rights.

• Collaborate with cross-functional teams to identify and resolve complex technical issues, escalating problems as necessary.

• Maintain accurate records of technical issues, solutions, and customer interactions using a ticketing system.

• Manage lifecycle of all endpoint technologies, keep up to date inventories of all assets.

• Support the maintenance of IT documentation, including user guides, standard operating procedures, and knowledge base articles.

• Other duties as assigned.

KNOWLEDGE & SKILLS

• Bachelor’s degree in information technology, Computer Science, or a related field (relevant experience and certifications may be considered in lieu of a degree).

• Proven work experience as an IT Support Specialist or in a similar technical support role.

• Solid understanding of computer hardware, operating systems (Windows, macOS), and software applications.

• Proficiency in troubleshooting and resolving technical issues related to desktops, laptops, printers, and mobile devices.

• Experience with basic network troubleshooting, including TCP/IP, DNS, DHCP, and VPN.

• Strong customer service orientation with excellent communication and interpersonal skills.

• Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.

• Familiarity with IT service management (ITSM) principles and ticketing systems.

• Must be able to take ownership and work independently on assignments as well as work as part of team.