IT Support Analyst

Job Overview

The IT Support Analyst is responsible for providing technical support and assistance to end-users within the organization. This role involves diagnosing and troubleshooting hardware, software, and network issues, as well as ensuring that IT systems operate smoothly. The IT Support Analyst plays a crucial role in maintaining a productive and efficient work environment by resolving technical issues promptly.

Key Responsibilities

• Technical Support: Provide first and second-level technical support to end-users, resolving issues related to hardware, software, and network connectivity. Assist users with the installation, configuration, and troubleshooting of IT equipment.
• Incident Management: Respond to support requests and incidents through the ticketing system. Track, prioritize, and manage incidents to ensure timely resolution in line with service level agreements (SLAs).
• System Maintenance: Perform routine maintenance tasks on IT systems, including updates, patches, and backups. Ensure that all systems are running efficiently and securely.
• User Onboarding: Set up and configure new user accounts, workstations, and access to IT systems. Provide orientation and training to new employees on IT policies and best practices.
• Documentation: Maintain detailed records of support requests, resolutions, and changes made to IT systems. Update and create documentation for IT processes, user guides, and troubleshooting steps.
• Hardware Management: Assist in the procurement, deployment, and maintenance of IT hardware, including computers, printers, mobile devices, and other peripherals.
• Network Support: Assist with basic network troubleshooting and maintenance tasks, including monitoring network performance and resolving connectivity issues.
• Security Compliance: Adhere to IT security policies and procedures, ensuring that systems are secure and data is protected. Assist in implementing security measures, such as antivirus updates and access controls.
• Continuous Improvement: Identify opportunities to improve IT support processes and enhance user satisfaction. Stay informed about new technologies and best practices in IT support.
  
  

Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Technical Skills: Proficiency in Windows and Mac operating systems, Microsoft Office Suite, and common IT support tools. Basic understanding of networking concepts and hardware.
• Problem-Solving: Strong analytical and troubleshooting skills. Ability to diagnose and resolve technical issues efficiently.
• Communication: Excellent verbal and written communication skills. Ability to explain technical concepts clearly to non-technical users.
• Customer Service: Strong customer service orientation with a focus on providing a positive user experience. Patience and empathy when dealing with user issues.
• Time Management: Ability to manage multiple tasks and prioritize work effectively in a fast-paced environment.
• Teamwork: Ability to work collaboratively with other members of the IT team and across departments.
  
  

Preferred Qualifications

• Prior experience in an IT support role or helpdesk environment.
• Certifications such as CompTIA A , Microsoft Certified Professional (MCP), or equivalent.
• Experience with IT service management (ITSM) tools and ticketing systems.
  
  

Career Path

This role offers opportunities for advancement to positions such as Senior IT Support Analyst, Systems Administrator, or IT Manager, depending on experience and performance.