What are the responsibilities and job description for the IT Support Analyst position at AAM Brand?
Primarily responsible for supporting PCs, Printers, software, and networking technologies for AAM's corporate offices and managed communities. Configures the equipment and industry specific software to meet the needs of AAM, trains the customer on the solution, and documents the solution for ongoing support.
Position Responsibilities:
- Partners with the Manager of IT Support and other team members to successfully complete hardware, software, and networking projects.
- Ensure the efficiency of the company's computer systems/applications by consistently striving to improve developmental processes.
- Responsible for providing technical support to contracted and non-contracted sites for desktop systems software, hardware, and network infrastructure.
- Respond to requests for technical assistance by phone or email and logging the issue in a help desk management system.
- Tracking issues to resolution and updating the internal knowledge base.
- Escalate more involved problems to the appropriate teams.
- Maintains passwords, data integrity, and file system security for the desktop environments.
- Communicates technical information to both technical and non-technical personnel.
- Recommends hardware and software solutions, including new acquisitions and upgrades.
- Provides phone and in-person support to users in the areas of e-mail, LAN/WAN, printers, standard desktop images, and applications.
- Serves as the initial point of contact for troubleshooting all IT-related problems, including hardware/software, passwords, Citrix, mail, and printer problems.
- Act as a liaison between customers and technical escalation teams.
- Clean, modify and repair computer hardware including monitors, keyboards, and printers
- Local travel is required, must have reliable transportation.
- Other related duties as directed.
Knowledge, Skills and Abilities:
- Ability to handle multiple tasks simultaneously, establish priorities, and meet deadlines.
- Comprehensive ability to identify problems and facilitate solutions.
- Exceptional organization and tracking skills with a high attention to detail.
- Ability to function efficiently in a high volume, fast-paced environment.
- Ability to proficiently utilize computer programs and company software/database systems.
- Superior customer service skills.
- Ability to interact and work positively and effectively with staff at all levels.
- Advanced communication skills (both verbally and written), and the ability to communicate with all levels of management and staff.
- Ability to work collaboratively and cooperatively within the department as well as with other departments.
Physical Demands & Work Environment:
- Lifting and carrying various computer components and printers.
- Sitting, standing, and bending to accommodate the installation of various computer systems.
- Sitting at a computer workstation in an office setting.
- Periodic travel to and from on-site communities for computer installations and set-up.
