IT Support Analyst-ITSA

Position Summary:  This position will serve as the primary IT support specialist for their region. They will also assist other team members to complete demands of the business. Managing escalated incidents and request from the Service Desk and working with other departments within IT Operations. Assisting end users onsite or remotely with hardware and/or software inquiries. Configure and install IT hardware and software. Perform asset management including updates and reconciliation.  

Essential Functions:

• Image, configure, and deploy all IT hardware, peripherals, mobile devices, and software for all Pike Employees.
• Troubleshoot and resolved all IT related incidents with cooperation from other departments within IT Operations
• Document support incidents in detail within the Help Desk ticketing system.
• Work with ITAM (Asset Management) to ensure an accurate inventory
• Coordinate and configure IT products and services for activities such as video conferencing, webinars, and conference room presentations, off site meetings.
• Works with remote users to solve both application and connectivity issues on desktop, laptop, and mobile devices.
• Participates in an Escalation On-Call weekly rotation for the Desktop Support group.
• Create, review, edit and share documentation to all team members. 
• Researches, recommends, and implements solutions with direction from the Manager or team leader.
• Responsible for assisting in the support of our mobile product line to iOS devices on all major carriers.
• Participate in weekly on-call rotation for weekend coverage to triage/support the business needs.

Requirements:

• Associates degree in Computer Science, Information Technology, and/or 2+ years of related hands-on experience.

• Active Directory administration experience

• Microsoft O365, Windows 10, and MDM experience

• Must be available to travel nationwide, up to 10% to support, setup, and dismantle supported office.

• Must be available to work non-traditional hours when required.

• Excellent customer service skills for a diverse customer base.

• Strong attention to detail with an emphasis on written and verbal skills.

• Takes initiative and works as a team player.

• Maintain a clean appearance and clean work area.

• Must be able to lift and carry 50lbs

Preferred:

• Intune and SCCM experience

• Microsoft certification(s) or CompTIA certification(s)

• Experience with Apple iPads and iPhones

• Experience supporting multiple locations

• Experience supporting C-level or VP Executives

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle and feel; reach with hands and arms.

Work Environment: 
While performing the duties of this job, the employee is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work). The employee may be subject to one or more of the following atmospheric conditions that affect the respiratory system of the skin: fumes, odors, dust, mists, gases, or poor ventilation.

 

Competencies:

• Strong interpersonal skills

• Effective problem-solving skills

• Team oriented

• Self-motivated

• Solid work ethic

EOE/Minorities/Females/Vet/Disabled