What are the responsibilities and job description for the IT Operations Analyst position at sth?
Position Title: IT Operations Analyst
Exempt Status: Exempt
Accountable To: IT Operations Supervisor
Job Summary: The IT Support Analyst position provides on-demand technology assistance and support for company employees and departments. Duties include but are not limited to responding to technical support tickets, gathering information needed for troubleshooting, setting up and onboarding technology equipment, repairing devices, implementing hardware and support solutions, tracking organizational IT inventory, and communicating effectively with clients. IT Support Analysts will work collaboratively in a small, team-based environment and should exhibit a self-directed, service-oriented mindset.
Duties/Responsibilities:
Knowledge of management and configuration of devices using Microsoft tools such as: Microsoft 365, Entra, Defender, Exchange, Sharepoint, InTune
Install, configure, and repair computer hardware, software, systems, networks, printers, and scanners.
Troubleshoot technical issues related to hardware, software, and network connectivity.
Collaborate with other IT team members to identify and implement solutions to complex technical issues.
Deliver technical assistance and support to end-users in-person, over the phone, and online.
Develop Standard Operating Procedures, Knowledge Base Articles and other appropriate support and end-user documentation.
Manage resolution of customer tickets according to established Service Level Requirements (SLRs)
Administer accounts, network rights, and access to systems and equipment.
Coordinate with other organizational departments when needed to complete jobs and ensure ticket resolution.
Assist and sometimes lead IT related projects ensuring compliance with specified deadlines and work breakdown structure.
All other assigned duties by a member of management
Required Skills/Abilities:
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
Ability to work independently
Use of OS command line functions and basic LAN/WAN knowledge
Ability to lift and carry 50 lbs. for up to 100 ft at a time; must be able to lift 25 lbs. vertically using ladders.
Must be able to work in confined spaces, such as raised floors or communication closets; must be able to work in a noisy environment, such as data centers and operation centers; must be able to stand or sit for long hours.
Basic knowledge of cybersecurity practices and principles.
Education & Experience:
Certification as IT Technician (e.g. ComTIA A , Microsoft Certified IT Professional - MCITP) preferred.
2 years training or work experience with IT systems, networks, and Microsoft and Mac OS.
1 to 3 years of relevant experience in a customer focused position.
Reasonable accommodations may be made for those who are able to perform the essential duties of the job. The incumbent must be able to pass any required drug test. The incumbent must be able to maintain the confidentiality of any information they encounter.
