Summary
As an analyst for IT support, you will be responsible for providing technical support for a range of endpoint devices (laptops, desktops, thin clients, printers, mobile phones, etc.) and managing IT incidents and communications. You will troubleshoot hardware and software issues, perform diagnostics to determine the source of the problem, and analyze and correct problems using documented procedures, tools, and personal knowledge. The Analyst, IT support also creates and maintains technical documentation, ensures software and hardware meets industry and security requirements, and provides on-call support for afer-hours high-priority issue management and resolution.
Key Responsibilities:
- Performs work under general supervision
- Performs project work as assigned
- Provides IT Service Desk phone coverage for user support
- Purchases, configures, and troubleshoots hardware and software problems
- Manages IT incidents and communication with teammates
- Maintains inventory of parts or components
- Performs diagnostics to collect information to determine the source of the issue
- Analyzes and corrects problems using documented procedures, tools, and personal knowledge/skills
- Creates and maintains technical documentation on hardware and software applications
- Ensures software and hardware deployed meets industry and Midmark security requirements
- Resolves production availability and high-risk issues when identified
- Initiates Incident Response Plan as needed
- Continuously learns and applies industry best practices on infrastructure management
- Provides on-call support for after-hours high priority issue management and resolution
- Authors how-to and knowledge management references
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SKILLS AND QUALIFICATIONS
- Bachelor’s degree in information technology or related field, or Associate degree with 1-2 years of relevant experience.
- 1-3 years of IT support experience
- Professional knowledge and troubleshooting skills to resolve PC issues
- Ability to effectively evaluate and methodically solve problems
- Ability to work alone as well collaborate within a team
- Experience offering printer support and troubleshooting, preferably in a manufacturing setting
- Experience installing and troubleshooting issues of Operating Systems (Windows / Mac), printers, MS Office (M365/O365), and troubleshooting general PC issues
- Curious, creative, logical, detail-oriented and ability to problem solve
- Excellent communication and documentation skills with attention to detail and quality
- Ability to evaluate and methodically solve problems
- Ability to work alone as well as collaborate within a team
- Ability to receive and analyze feedback from peers and stakeholders
- Ability to provide feedback to others in a respectful and constructive manner
- Creative thinking skills
- Ability to foster a positive culture within the team and organization
ADDITIONAL INFORMATION
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the teammate. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.