IT Support Analyst

Job Title: Mid-level - IT Support Analyst

Job Summary

The Mid-Level IT Support Analyst is a crucial member of our IT team, responsible for delivering second-line technical support to ensure the seamless operation of IT services across the organization. This role involves troubleshooting complex IT issues, maintaining system integrity, and providing user training. The IT Support Analyst will collaborate with various IT teams to enhance service quality, implement IT policies, and contribute to system upgrades. This position requires a proactive approach to problem-solving and a commitment to improving user experience through effective support and training.

Key Responsibilities

• Provide second-level technical support for desktops, servers, and network devices, ensuring timely resolution of issues.
• Troubleshoot advanced software and hardware issues, utilizing analytical skills to identify root causes and implement solutions.
• Maintain user accounts and permissions in Active Directory and other systems, ensuring compliance with organizational policies.
• Assist in network troubleshooting and support, collaborating with network teams to resolve connectivity issues.
• Manage and update IT documentation and knowledge bases, ensuring that all information is current and accessible for team members.
• Implement and enforce IT policies and security measures to protect organizational data and systems.
• Provide training and support to junior IT staff, fostering a culture of learning and development within the team.
• Participate in IT projects and system upgrades, contributing technical expertise and support throughout the project lifecycle.
• Monitor system performance and recommend improvements to enhance efficiency and reliability.

Skills and Knowledge Required

• Advanced troubleshooting of Windows, macOS, and Linux systems.
• Proficiency in Microsoft 365 administration, including user management and application support.
• Strong networking knowledge, including TCP/IP, VLANs, VPNs, and firewalls.
• Experience with Active Directory and Group Policy management for user and security administration.
• Familiarity with IT security best practices to safeguard organizational assets.
• Strong analytical and problem-solving skills to effectively address technical challenges.

Educational Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field.
• Relevant certifications (e.g., CompTIA Network+, Microsoft Certified: Modern Desktop Administrator) are preferred.

Experience

• 3-5 years of experience in an IT support role, demonstrating a solid understanding of technical support processes.

Tools and Equipment

• Proficient in using IT management tools (e.g., SCCM, Intune) for system monitoring and management.
• Familiarity with network diagnostic tools to troubleshoot connectivity and performance issues.

Other Requirements

• Ability to work under pressure and manage multiple tasks effectively, prioritizing workload to meet deadlines.

Key Competencies

• Excellent communication skills, both verbal and written, to interact with users and team members.
• Strong organizational skills to manage documentation and support requests efficiently.
• Team-oriented mindset with the ability to collaborate effectively across departments.