What are the responsibilities and job description for the Support Analyst position at Martin Brothers Distributing?
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.
