Job Description

As an Analyst - IT Support, you will provide the best mid-level customer service for all things technical, including support for hardware, software, application, and operating system issues for all employees and business partners for every incident every time. You will support specific technical functions such as PC break, fix and re-imaging, anti-virus remediation, account unlocks, password resets, and sales orders and purchase orders unlocks. Responsibilities:

• Respond to telephone calls for basic level technical support including unlocking accounts, resetting
• passwords, and unlocking sales orders and purchase orders.
• Create incident ticket for every phone call received.
• Document and escalate requests to appropriate IT personnel.
• Participate in reimaging of PCs and laptops.
• Respond to security tickets which require virus or malware removal based on pre-established standard
• operating procedures.
• Collaborate with other IT personnel and business units on assigned projects.
• Participate as a team member on major project implementations and normal day-to-day incidents and requests.

• High School Degree or Equivalent.
• 1-year experience in providing systems support.
• Demonstrated proficiency in computer hardware and software.
• Ability to identify measures and indicators of system performance and actions needed to improve performance, relative to goals of system.
• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Knowledge of principles and processes for providing customer and personnel services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Strong verbal, written, analytical and interpersonal skills.
• Ability to travel up to 25%