What are the responsibilities and job description for the IT Support Technician Analyst position at ProStratus, LLC?
About the Role:
The IT Support Technician Analyst at ProStratus, LLC plays a crucial role in ensuring the smooth operation of our IT systems and infrastructure. This position is responsible for diagnosing and resolving technical issues, providing exceptional customer service to end-users, and maintaining the integrity of our network. The analyst will work closely with various departments to understand their technology needs and implement solutions that enhance productivity. Additionally, this role involves documenting processes and creating user guides to facilitate knowledge sharing within the organization. Ultimately, the IT Support Technician Analyst contributes to a reliable and efficient IT environment that supports the overall goals of the company.
Minimum Qualifications:
- Associate's degree in Information Technology, Computer Science, or a related field.
- Proven experience in a technical support role, with a strong understanding of computer systems and networks.
- Excellent problem-solving skills and the ability to work under pressure.
- Previous experience in IT, customer service, or other related fields
- Ability to configure and install firewalls and switches
- Server admin experience
- Ability to build rapport with clients
- Strong troubleshooting and critical thinking skills
- Customer service
- Positive and professional demeanor
Preferred Qualifications:
- Bachelor's degree in Information Technology or a related field.
- CompTIA A or similar certification.
- Experience with remote support tools and ticketing systems.
Responsibilities:
- Provide first-line support for hardware and software issues, troubleshooting problems via phone, email, or in-person.
- Install, configure, and maintain computer systems, printers, and other peripherals.
- Monitor and manage IT inventory, ensuring that all equipment is accounted for and in good working condition.
- Assist in the implementation of IT projects and upgrades, collaborating with team members to ensure successful execution.
- Document technical procedures and user guides to enhance the support process and improve user experience.
Skills:
The required skills for this position include strong technical knowledge of computer systems and networks, which are essential for diagnosing and resolving issues efficiently. Excellent communication skills are vital, as the analyst will interact with users of varying technical expertise, ensuring they understand the solutions provided. Problem-solving abilities are utilized daily to identify root causes of technical issues and implement effective solutions. Familiarity with IT support tools and software enhances the analyst's efficiency in managing support requests and tracking resolutions. Preferred skills, such as experience with remote support tools, allow the analyst to assist users effectively, regardless of their location.
