IT Support Analyst

Job Title: Junior - IT Support Analyst

Job Summary

The Junior IT Support Analyst is an integral part of the IT department, tasked with delivering first-level technical support to end users across various platforms and devices. This role requires a proactive approach to troubleshooting hardware and software issues, ensuring seamless operation of IT systems and infrastructure. The Junior IT Support Analyst will engage with users to address their technical queries, document issues meticulously, and escalate complex problems to senior support teams when necessary. This position is ideal for individuals looking to start their career in IT support, offering opportunities for growth and skill enhancement in a dynamic environment.

Key Responsibilities

• Provide first-line technical support for desktops, laptops, printers, and mobile devices, ensuring timely resolution of issues.
• Assist in troubleshooting network connectivity issues, including diagnosing problems related to internet access and local area networks.
• Respond to and resolve user inquiries through email, phone, or ticketing systems, maintaining a high level of customer service.
• Document incidents, problems, and resolutions accurately in the ticketing system to facilitate knowledge sharing and future reference.
• Install, configure, and update software applications, ensuring that all systems are running the latest versions and security patches.
• Assist in maintaining inventory records of IT assets, ensuring accurate tracking of hardware and software resources.
• Perform basic system updates and security patches to safeguard against vulnerabilities and maintain system integrity.
• Escalate complex issues to senior IT staff or specialized teams, ensuring that users receive timely and effective solutions.
• Support IT onboarding for new employees, including account setup and software installations, to ensure a smooth transition into the organization.

Skills and Knowledge Required

• Basic understanding of operating systems (Windows, macOS, Linux).
• Knowledge of Microsoft Office Suite and common business applications.
• Familiarity with basic networking concepts (IP addressing, DHCP, DNS).
• Strong troubleshooting and problem-solving skills to effectively address user issues.
• Good communication and customer service skills to interact with users effectively.
• Ability to work in a team environment and follow instructions from senior staff.
• Basic knowledge of cybersecurity best practices to help protect organizational data.

Educational Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• IT certifications such as CompTIA A+ are a plus.

Experience

• 0-2 years of experience in an IT support or helpdesk role, providing a foundation for growth in the IT field.

Tools and Equipment

• Ticketing systems (e.g., ServiceNow, Zendesk) for tracking user issues and resolutions.
• Remote desktop tools (e.g., TeamViewer, AnyDesk) to assist users remotely.
• Diagnostic and monitoring tools to assess system performance and troubleshoot issues.

Other Requirements

• Willingness to work in shifts or on-call rotations to provide continuous support.
• Strong attention to detail to ensure accuracy in documentation and issue resolution.

Key Competencies and Requirements by Category

The ideal candidate will demonstrate a strong commitment to user support and troubleshooting, with a focus on hardware and software issue resolution. They will possess excellent documentation skills and a willingness to share knowledge with team members to foster a collaborative work environment. The ability to adapt to changing technologies and user needs is essential for success in this role.