IT Technical Analyst

Summary

Our IT Technical Analyst provides exceptional technical customer service to our employees and vendors. They are the first point of contact for troubleshooting and diagnosing computer issues.

Primary Responsibilities

• Provide excellent IT support to users via help desk and/or problem management software
• Monitor and respond quickly to requests received through the IT helpdesk software
• Utilize and manage company help desk solution to track and prioritize workload
• Maintain inventory of all IT equipment, software, and software licenses
• Perform timely workstation hardware and software upgrades as required
• Handles the basic IT issues and problems, and refers more complex issues to higher-level staff
• Assist with onboarding new employees/users with IT equipment and software
• May provide leadership, coaching and/or mentoring to more junior staff
• Demonstrate behaviors consistent with those of the Company's Core Values at all times
• Complete all other tasks or projects as assigned

Key Competencies

• Solid working knowledge of subject matter
• Analytical skills
• Excellent customer service and interpersonal skills
• Troubleshooting and support skills
• Ability to work independently while managing multiple tasks and meet deadlines
• Excellent oral and written communication skills
• Effective organizational and time management skills
• Ability to develop strong relationships with internal and external customers

People Management

None

Work Environment

This job operates indoors with occasional travel to other locations.

Physical Demands

• Lift/carry 20 lbs.
• Ability to sit majority of shift
• Work indoors

Expected Hours of Work

This is a full-time position. Days/hours of work vary and may include weekends and overtime as necessary.

Travel

Local travel only

Required Education and Experience

• Associates degree
• 2 to 4 years of experience

Preferred Education and Experience

• A+ Certificate
• CCNA Certificate
• ITIL Certificate

Classification: Non-Exempt

Reports to: IT Services Manager