Job Description

The IT Support Analyst will provide frontline, primary technical support to end users on various technical issues relating to hardware, software, and peripherals. This individual will also be responsible for responding to, documenting, and resolving service tickets in a timely manner according to IT service level agreements (SLAs). This position requires an individual with excellent problem-resolution skills to diagnose, evaluate, and resolve complex situations or, when appropriate, escalate or route tickets to appropriate IT staff members.

The IT Support Analyst will also perform root-cause analysis, develop checklists for typical problems, and recommend procedures and controls for problem prevention. Multiple platforms, including desktops, laptops, mobile devices, and videoconferencing equipment, are supported by this individual. The successful candidate will work independently, share information, and assist other IT staff with work orders.

Responsibilities:

• Provide exceptional customer service in person or by telephone or email
• Resolve service desk issues including troubleshooting hardware and software issues
• Review daily IT operational checklists to ensure that systems are running properly
• Configure and deploy devices, software, telephones, and other technologies to employees
• Perform tasks related to IT access and identity

We do not accept unsolicited resumes from third-party recruiters.

Qualifications

The ideal candidate will have the following:

• 2-plus years of experience in working in an IT service or operations support role
• Proficiency in current Microsoft Office and Windows desktop and server technologies
• Ability to articulate technical situations through verbal and written communication
• Experience with business-class printing and conference-room solutions
• Mobile device management and troubleshooting abilities
• Sound understanding of business-level IT security practices
• Personal compute device hardware experience.

Additional Information

Compensation: Salary depends on experience and expertise. Compensation includes a comprehensive fringe-benefits package. RESPEC is a 100% employee-owned company and employees are eligible for participation in the Employee Stock Ownership Plan (ESOP) after a qualifying period.

Featured benefits include:

• Flexible Work Schedules
• Paid Parental Leave
• 401(k) & ESOP (with company match up to 4%)
• Professional Development and Training
• Tuition Reimbursement
• Employee Assistance Program
• Medical/Dental/Vision Insurance Plans

All your information will be kept confidential according to EEO guidelines.