IT Support Analyst
Maxim Crane Works, LP
- Location
- Onsite (Canonsburg, Pennsylvania)
- Employment
- Full-time
- Level
- Mid Level
Posted 1 day ago
About the Role
Maxim Crane Works, a leading provider of comprehensive lifting services in the United States, is seeking an IT Support Analyst to manage helpdesk tickets and provide technical assistance. The role ensures operational continuity through remote and on-site troubleshooting, asset management, and system upgrade projects.
Skills
Helpdesk support
Remote troubleshooting
IT ticketing system
Asset management
Hardware configuration
Virus removal
System upgrades
Project management
Technical documentation
Customer service
Communication skills
Office automation
Database knowledge
Network equipment
Troubleshooting
Full job details
Key Duties/Responsibilities:
- Helpdesk support calls.
- Serve as the first point of contact for customers seeking technical assistanceover the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinentquestions.
- Determine the best solution based on the issues and details provided bycustomers.
- Walk the user through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems via the IT Trouble ticketing system. All calls musthave a ticket associated with it.
- Follow-up and update user status and information.
- Pass on any feedback or suggestions by users to the appropriate internal team
- Identify and suggest possible improvements on procedures.
- Must be on call 1 week out of the month. This means that after the hours of 5pm,all helpdesk calls will get forwarded to the employees' cell phone. Helpdeskworking hours are between 8am-5pm.
- Provide all levels of IT support.
- Equipment requests (laptop, desktop, monitor, etc...). Configure new, repairs,replacement computers for users upon request.
- Equipment requests forms must be submitted for any new equipment.
- Change management forms for any new, termination, or change of employees requests.
- Asset management for all IT equipment which includes, creating, transferring, andretiring any assets related to the IT Dept. (Monitors, printers, CPU's, NetworkEquipment, etc...).
- Provide support to on premise users. Setup of IT equipment and assist with moves.
- Virus Removal and prevention.
Projects and Other assignments
- Employee must also be willing to be involved with upgrading systems/networkingequipment.
- Project management skills.
- Documentation of procedures.
Minimum Requirements:
- High School diploma.
- IT Degree (associates/bachelors) or if no college degree, at least 2 years of relevant technical experience
- Tech savvy with working knowledge of office automation products, databases and remote control.
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
- Must be able to lift at least 40lbs or more