What are the responsibilities and job description for the IT Technical Support Analyst position at FMI?
Overview
We are seeking an IT Technical Support Analyst to join our growing IT team. This junior-level role focuses on providing day-to-day technical support for end users, ensuring desktop systems run efficiently and securely. The Analyst will report to the IT Operations Manager, work alongside two other team members, and collaborate with the 3rd party helpdesk for escalations. The ideal candidate will have at least 3 years of desktop support experience and a strong commitment to customer service.
This is a full-time, on-site role based in our Denver office, in Cherry Creek.
Responsibilities
- Provide frontline technical support to end users via phone, email, and chat.
- Manage IT tickets, prioritize issues, and escalate complex problems when necessary.
- Ensure all issues are logged accurately into the ticketing system.
- Troubleshoot and resolve desktop issues, adhering to security standards and company processes.
- Assist with new employee onboarding, including system and software setup.
- Document technical solutions and contribute to the knowledge base.
- Maintain and support common business applications, including Microsoft Office 365.
- Work closely with the 3rd party helpdesk to manage escalations.
- Manage user accounts, permissions, and access to ensure security.
- Adhere to FMI’s security, confidentiality, and operational policies.
- Participate in training sessions to enhance technical skills and maintain certification requirements.
- Configure and maintain laptops (Windows), including installing software, updates, and performing regular maintenance.
- Manage and support iPhones through our Verizon business account, including device configuration and integration into the work environment.
Education and Qualifications
- Bachelor's degree in computer science or a related field is preferred, but equivalent work experience will be considered.
- 3 years of experience in IT support or desktop support roles.
- Relevant certifications, such as A Certification (required)
- Microsoft Azure and Microsoft 365 Fundamentals (preferred)
- Basic understanding of IT systems and troubleshooting techniques.
- Experience with ticketing systems or IT support platforms (a plus)
- Excellent verbal and written communication skills.
- Strong customer service skills, including active listening and clear guidance for users.
- Ability to work effectively in a team environment and collaborate with colleagues to resolve complex issues.
Compensation: $70K - $80K, DOE, plus bonus.
FMI provides a comprehensive benefit package consisting of paid employee medical insurance, life insurance and LT disability, as well as other benefit elections. FMI’s package includes a strong 401(k) plan, PTO, and parental leave benefit.
FMI is an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
