Job Description

Position Summary : 

This Temporary IT Support Analyst will be responsible for supporting the IT Team during the update from Windows 10 to Windows 11. For three to six months, this individual will be replacing as many devices as possible across the US user base, and providing first and second line technical support to end users on various issues and problems relating to hardware, software, and peripherals. This role will also be responsible for responding to, documenting, and resolving service tickets in a timely manner. Due to the nature of this project, the bolded skill requirements below are non-negotiable as this individual will be expected to "hit the ground running", with minimal training.

Duties and Responsibilities : 

• Perform root cause analysis, develop checklists for typical problems, and recommend procedures and controls for problem prevention.
• Take ownership of user problems, technical diagnosis, and issue resolution for onsite or remote-based employees.
• Configure, issue, and support end-user hardware, including desktops, laptops, smartphones, tablets, and computing accessories.
• Oversee asset and stock management.
• Maintain accurate records of user issues and solutions in the knowledge base.
• Systems administration, including Active Directory, Office 365, and a variety of web-based SaaS products.
• Work with HR/Line Managers to ensure new starter equipment is ready for their first day.
• Train staff on applications and systems, including ability to create clear, concise, and useful tech guides for all staff.
• Basic administration of corporate IP phone system and mobile phone account maintenance.
• Performs other duties as assigned.

Skills and Requirements : 

• Demonstrated experience working with IT.
• Strong knowledge of technology and various software systems
• Experience administering Office 365, Windows Server, and Active Directory (AD) is required.
• Ability to learn new tech- gadgets and software systems and use them effectively.
• Experience supporting Microsoft Office projects.
• Knowledge of Microsoft based desktops and server operating systems; specifically Windows 10 and 11.
• Excellent communication skills via phone and in writing.
• Self-motivated with an ability to learn and progress skills and knowledge within the IT industry.
• New PC/laptop builds and mobile device setup
• User creation
• Diagnosing hardware/software issues
• Prioritizing incidents
• Network connectivity issue resolutions
• Printer troubleshooting
• Exchange
• Creation of technical documentation
• Autopilot and Intune

Education and Experience:

• Bachelor’s degree in Information Technology, a plus
• 2+ years in a help desk support role, required

Physical Requirements:

• Ability to sit and stay focused for long periods of time
• Vision correctable to 20/20
• Finger dexterity for keyboarding and computer usage

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