As a member of the IS Tech Services support team. The Tech Analyst will provide high-quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with users, peers, and managers, primarily face-to-face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving end-user issues and supporting other members of the I.T. department.

Essential Duties and Responsibilities

• Supporting IT equipment in a large corporate environment
• Desktop/laptop tech support (Mac and PC)
• Support Windows 10/11 operating systems
• Support mobile devices, printers, scanners, wireless, VPN, etc.
• IMAC Support - IT equipment Install/Move/Add/Change
• Maintain repairs, spare parts, and components
• Research and troubleshoot problems
• Maintain system configurations and documentation
• Track and resolve customer incidents and requests through the ticketing tool
• Troubleshoot and resolve hardware and software issues for Windows devices
• Backup, restoration, and migration of user data
• Smart Hands support with networking, server, and telecommunications technologies
• Inventory management of IT assets including asset auditing
• Ability to research and follow appropriate KB articles
• Ability to work on-call and other after-hours support as needed
• May provide executive user support
• Various other tasks associated with deskside services
• May need to be available to provide support at other end-user locations as needed
• Other duties as assigned

Skills and Abilities

• Customer focused
• Personal accountability for results
• Detail oriented
• Strong analytical and troubleshooting skills
• Minimum of 2 years technical experience in providing Deskside or helpdesk Support
• PC hardware repair (Dell/HP), Windows system support, OS X Support
• Software installation/troubleshooting
• Performing Tech Refresh
• Mobile device support (iOS/iPhone/iPads/Android) – excluding warranty hardware repair