What are the responsibilities and job description for the Support Analyst position at MARTIN BROTHERS DISTRIBUTG CO?
Overview:
The Support Analyst is a member of the IT Support team and focuses on supporting and training for employees and customers. The role is responsible for analyzing and troubleshooting issues, onboarding/offboarding of employees, and the creation of training documentation and videos.
Responsibilities:
- Support all customers and employees’ software issues by troubleshooting via phone calls, emails and any other means of communication.
- Train both customers and employees including, but not limited to, training documentation, training videos, webinars and personal training calls and sessions.
- Work with customers and employees to provide feedback, ideas and improvements to software and reports.
- Debugging and resolving technical problems.
- Assist in managing security software and resolving related alerts/threats
- Assist in the management and provisioning of user access/policies through Microsoft admin tools
- General understanding of networking and security.
- Collaborate with teams to clarify requirements and plans for execution
- Explore opportunities to add value to the team, organization, and customers.
- Contribute to continuous improvement through project retrospective.
- Enhances organization reputation by accepting ownership for accomplishing tasks.
- Positively and effectively communicate changes to users.
- Provision end user hardware as needed by the organization.
- Ability to be on-call as assigned for after-hours issues.
- Participate in meetings and standups on weekly basis.
- Ensure tickets and calls are handled professionally and timely.
- Work with the IT manager and dev team to relay ideas and problem areas from end users.
