Job Description

We are seeking an IT Support Analyst to join our growing team! You will be part of a dedicated and responsive team that provides technology support along with exceptional customer service for our diverse portfolio of clients. You will have the opportunity to expand your experience both technically and professionally while providing a great customer service experience to internal & external clients.

RESPONSIBILITIES:

• Comfortable working independent as well as in a team setting, sharing information and assisting others with technical issues
• Troubleshoot & resolve issues by analyzing, identifying and diagnosing symptoms
• Perform root cause analysis using established processes
• Provide technical assistance with computer hardware and software to clients both internal and external
• Resolve issues for customers via phone, in person, and/or remote support
• Utilize a sophisticated ticket management system to enter and track incidents, document detailed and accurate troubleshooting steps and instructions, and communicate with the clients
• Recommend hardware and software upgrades and improvements
• Recommend procedures and controls for problem solving and issue prevention
• Provide technical advice, guidance and training to clients using hardware and software programs
• Develop documentation and checklists as necessary
• Collaborate with internal support teams and external vendors as necessary to achieve resolution of customer requests
• Maintain continual communication with customers throughout the support experience
• Maintain an accurate schedule at all times
• Ability to self-assess and proof your own work
• Participate in alternating shift assignments, including Saturday, and 24x7 on-call rotation

QUALIFICATIONS:

• Minimum 3 years support desk experience in IT or technical customer support services
• Proficient in Microsoft Office
• Previous ticketing system experience a plus
• Ability to build rapport easily with diverse set of clients
• Excellent communication skills
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor
• Minimum High School diploma, technical training and certifications preferred

*If you are a positive self- motivated person, have a desire to help others, enjoy learning about new technologies, and believe there is no “I” in the word “Team” then this may be the career you’ve been looking for. We’re looking for the right person that can balance the responsibilities in this role, as well as someone with a positive attitude that can bring fun and excitement to the position.

Company Description

IT Resource delivers technology solutions that simplify IT environments, improve productivity, and reduce costs, allowing you to focus on your business, not IT. Technology is evolving faster than ever and it’s important to have an IT advisor that’s looking out for the best interest of your business. That’s where we come in. We Like People More Than Computers (And We Love Computers) Building strong relationships is essential to growing a business. The more we learn about you, the better we can build a solution that aligns with your goals and powers your business forward.