IT Support Analyst I

Key Responsibilities

• Provide end-user support for computer hardware and software issues via phone, chat, and internal ticketing system.
• Troubleshoot and diagnose problems with IT equipment and applications.
• Identify and implement solutions for user inquiries.
• Perform first-level troubleshooting and support for incidents related to computer systems, servers, software, point of sale hardware, store operations, and telephony.
• Troubleshoot and support LAN and WAN.
• Use data management systems to access specific information.
• Manage internal clients by carrying out standard activities and providing support.
• Produce, update, and provide best practice support on document management, databases, and other departmental systems.
• Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.
• Provide initial fault isolation and support in alignment with current SOPs, or propose resolutions for approval.
• Use the knowledge management system for information access and participate in Knowledge Centered Support, ensuring documentation is created, curated, and published.
• Follow mandatory procedures to ensure work meets required quality standards and adheres to external regulatory codes and internal codes of conduct.
• Work according to an assigned schedule.

Requirements & Tech Stack

• Ability to analyze computer problems to develop and implement logical and effective solutions.
• Excellent interpersonal and communication skills (verbal and written).
• Strong phone skills.
• Excellent customer service skills for end-users.
• Willingness to perform research and think out of the box.
• Capability to operate independently and in a group setting.
• Ability to monitor, diagnose, and fix problems with technology products.
• Ability to express ideas, request action, formulate plans, and policies clearly.
• Ability to put processes in place to support the creation and use of information, data, and intellect within a team.
• Ability to employ a systematic process for solving technical issues.
• Understanding and effective use of standard office equipment and software packages.
• Ability to install, set up, configure, and manage software and environments.
• Ability to set up and maintain operating systems.
• Ability to utilize systems and tools for searching and retrieving data in a database.
• Troubleshoots and understands TCP/IP Networking fundamentals.
• Bi-lingual written and verbal skills are preferred.
• Comp TIA Linux+ Certification is preferred.

Qualifications

• Bachelor's Degree or Equivalent Level.
• Basic experience of help desk operations and simple office / operational systems (4 to 6 months).