IT Support Analyst I

Reporting to the Director, IT, the IT Specialist I provides support to end-users across the organization to ensure the optimum functionality of the software, workstations, mobile devices, accessories, and printers. This position is responsible for daily user support, help desk ticketing system flow, coordinating support sessions with users, and communicating issues to other stakeholders as needed. The IT Specialist I supports ongoing technology projects and research and provides support in managing the technology workload across the company. This position provides enterprise-level IT support, which includes pc/laptop provisioning and software and mobile device troubleshooting using prescribed rules, processes, past practices, and instructions.

JOB DUTIES

1. Comply with safety requirements and actively promote a positive safety culture.

2. Resolve and document assigned service desk tickets promptly that meet the customer’s needs.

3. Responsible for managing the inventory of PCs, laptops, mobile devices, printers, and peripherals; distributing to new users, collecting, maintaining (cleaning, testing, and wiping) returned items, and upgrading or changing out hardware as needed.

4. Troubleshoot hardware issues, determine if hardware or software is related, and resolve the issues.

5. Provide application-level support; install configure, upgrade troubleshoot, and maintain software and hardware; support a mobile workforce.

6. Install patches and implement corrective actions needed to mitigate security risks and vulnerabilities.

7. Create, modify, and maintain documentation across various aspects of the IT environment.

8. Understand and comply with IT and company policies and processes and legal requirements, and identify and communicate any potential or actual violations.

9. Additional duties as assigned.

EDUCATION AND EXPERIENCE

Required: Bachelor’s Degree in IT or related field or 1 to 2 years experience in help desk support, PC Support and knowledge of ITIL Foundations. Strong troubleshooting, analytical, communication, and problem-solving abilities and the ability to collaborate with employees at all levels of the organization. Initiative and self-directed to meet customer and service-level requirements.

Preferred: Experience in construction or manufacturing.