IT Support Analyst

A PC Support Analyst is responsible for delivering exceptional technical support and assistance to end-users, ensuring the smooth operation of computer systems, networks, and software applications within an organization. This role involves providing timely resolutions to technical issues, managing IT assets, and maintaining a high level of user satisfaction through effective communication and problem-solving skills.

Key Responsibilities:

• Technical Support: Provide prompt and reliable technical assistance to end-users, resolving hardware, software, and network-related issues. Troubleshoot and diagnose problems, guiding users through appropriate solutions and escalating complex issues as needed.
• Incident Management: Receive, log, and prioritize support requests and incidents reported by end-users. Respond to inquiries, triage issues, and provide timely resolutions or escalate to higher-level support teams when necessary. Maintain accurate and up-to-date records of incidents, resolutions, and lessons learned.
• User Training and Guidance: Conduct training sessions to educate end-users on IT best practices, system functionalities, and self-help resources. Develop user-friendly documentation, guides, and FAQs to empower users to resolve common technical issues independently.
• Asset Management: Manage IT assets, including hardware, software licenses, and peripherals. Coordinate hardware/software procurement, inventory management, and maintenance activities. Ensure compliance with licensing agreements and track asset lifecycles to optimize resource allocation and budgeting.
• System Maintenance and Upgrades: Assist in system maintenance activities, including software updates, security patches, and performance optimizations. Collaborate with IT teams to plan and execute system upgrades, ensuring minimal disruptions to end-users.
• Security and Data Protection: Adhere to security protocols, policies, and procedures to protect systems, data, and user privacy. Assist in implementing and enforcing IT security measures, such as user access controls, data backups, and antivirus solutions.
• Customer Service and Communication: Provide exceptional customer service by actively listening to end-users, understanding their needs, and effectively communicating technical solutions. Establish positive relationships with users, promoting a customer-centric culture within the IT support function.

Qualifications and Skills:

• Strong technical knowledge of computer hardware, software, networks, and operating systems.
• Proven experience in providing technical support and troubleshooting technical issues.
• Familiarity with incident management tools and processes.
• Excellent communication and interpersonal skills to interact effectively with end-users and team members.
• Strong problem-solving and analytical abilities to identify and resolve technical issues efficiently.
• Detail-oriented mindset with a focus on maintaining accurate records and documentation.
• Ability to prioritize tasks, manage time effectively, and work well under pressure.
• Continuous learning mindset to stay updated on emerging technologies and industry trends.

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

Salary : $23 - $25