IT Support Analyst I

Position Description:

Ideal candidate will need to show self-reliance and ability to problem solve a diverse range of systems and software.  Strong interpersonal skills will be necessary both oral and written.  Position will demand that the candidate be able to troubleshoot problems both from a local and a remote position.  Workplace is a professional environment which supports multiple national and international sites and will require the IT Support Analyst 1 troubleshoot many diverse problems in a professional and courteous manner. Candidate must be a team player.

Position Responsibilities:

–              Contacting customers to find out the nature of the problem.

–              Receive and provide tier-1 support for incoming communications (calls, emails, voicemail, and web service request or incident records).

–              Monitor service desk request and incident tickets and ensure that incident tickets are addressed.

–              Assist users in the area(s) of password reset, desktop application support (Microsoft Office products, and Adobe), Windows operating system troubleshooting, and basic print and scanner support.

–              Mobile device support for iPhone and Android

Skills Desired:

–              Expert knowledge of Windows OS, including Windows 10.

–              Expert knowledge of Microsoft Office applications including Office365.

–              Experience with standard networking practices such as DHCP, DNS, TCP/IP

–              Experience with Windows Server, SCCM, Powershell is a plus.

–              Experience with imaging disks, preferably with Microsoft standard .WIM procedures.

–              Strong enterprise ticketing experience, Preferably Fresh Service

–              Excellent customer- service skills including the ability to escalate tickets and delegate as needed.

Educational Requirements:

–              High School education or GED equivalent

–              2 years work experience in corporate IT support

–              A+/Network+ certification preferred not required

–              MCSE/MCSA/MCITP/MCP certifications preferred not required

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